Improving customers’ insurance claims experience
CLIENT: DOMESTIC & GENERAL
Step 2 - Ideation and validation
The challenge
When making an insurance claim, customers were able to visit their My Account page and view basic information about their claim. They could see if a repair was in progress, find a booking reference number and change or cancel a booking.
My objective was to improve their experience by providing more useful information, and giving customers more control and choice over their repair.
Researching responses to early ideation
To deeply understand customers’ expectations and responses, I carried out unmoderated tests with 8 participants, using a prototype of the new Manage My Repair page.
Research showed that customers wanted more control over their repair experience
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100% of participants expected to be able to change the date of their repair booking
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50% of participants expected to be able to view details of the repair and service history
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87% participants were able to cancel a claim, but were confused about the difference between a claim and a repair
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25% expected to be able to see fault details in Repair Services
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The preferred order of content was clarified
"I would like to potentially see more details about which engineer it was that came out and did the work, or at least the company."
"I think even if there isnt anything to pay it would be good to say... Like, you know, just to add on here next steps and you could show any charge or excess."
"Any repairs that Ive booked in or had previously and the status of them all - that's what Id expect to see."
Prioritising what users told us for MVP
In my first phase of research I discovered the repair status was the most crucial piece of information for customers, so made this feature a priority for MVP.
In line with customers preferences, I included details of annual services and provided engineer tracking.
I surfaced the fault details too, and provided details of which engineer was booked for their visit.
Outcomes
Customers are better informed and more in control of their repair experience. Future iterations are planned to build on what we've heard from customers - to include engineer tracking, and management of annual service bookings.
This improves customer satisfaction and reduces costs by reducing call centre queries.