Date
January 2020
My Role
UX/Product designer
Timeframe
open
Tools used
Figma, Sketch
Project & outcome
Here’s the TL;DR….
IBU’s insurance brands are experiencing a large pain point in managing customer endorsements and policy changes post policy purchase. They are finding that credit cards on file expire without a customer being alerted so when extra premium needs to be paid, an agent has to chase down the customer by phone. This is especially painful when the traveller is overseas.
I conducted research with customer service and based on feedback I designed a simple customer self service policy portal which can be created by setting up an account at the end of the purchase path. The portal as a V1.0 allowed a user to view and download their policy(s) and save and update their credit card details.
What problems are we trying to solve?
To give customers the ability to manage their policies online.
The customer can then update their payment method, add endorsements to their policy, make a claim, save and access quotes for later use, therefore alleviating the painful process endured by customer services by having to make multiple phone calls to get payment.
Travellers that buy a policy cannot easily view their policy details online, it's also difficult to track their activities for IBU to offer loyalty rewards and understand their users.
This is phase one of a project to eventually allow the customer to manage their policy entirely online without intervention, with the future view to provide enhanced features, imagining a travel concierge, or a “policy in your pocket”.
Desired business outcomes
Reduce work required by customer service
Streamline the policy and claims process
Increased customer satisfaction and retention
Increased revenue
Challenges
Working with Stripe as the payment method, at this stage there was a possibility of changing provider
Target personas
Personas based on my own customer research (project can be found on my “work” page)
User flow (V1.0)
I defined a V1.0 minimum for release which was agreed by development as feasible and not too time consuming. We all agreed to focus building and refining a web based version only before adapting to responsive views and also focus on the payment pain point as the purpose for building.
Customer can buy policy and then create an account
An existing user can log into their account
An existing customer can check policy benefits
An existing customer can update their saved payment method
An existing user can get a new quote from their dashboard
User stories
To keep this write up concise, here is a snapshot example of the user stories I wrote up - here I focus on a user updating their payment method from their account:
Wireframes
Screen 1 shows the proposed dashboard, the user’s policies and a link to access their account
Screen 2: shows the user’s account screen and stored payment details
Screen 3: show’s the user’s account alerting them to update payment
Screen 4: pop up box to edit details appears when user presses edit link (the “remove” and “add card” link will not be available until future releases
High fidelity mock ups
Project wrap up
The project ground to a halt as COVID19 hit in March, but the groundwork was set for this project to move forwards on the resumption of travel.
This also served as my springboard to create my vision of a “policy in my pocket” travel insurance app.