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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 control and choice over their repair.

Researching responses to early ideation

To deeply understand customers’ expectations of and responses, I carried out unmoderated tests, with 8 participants, using a prototype of the new Manage My Repair page.

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Research showed that customers wanted control of their repair experience 

  • 100% of participants expected to be able to change the date of their repair booking
     

  • 50% of participants expected to be able to view details of the repair and service history
     

  • 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
     

  • 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

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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.

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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.

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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.

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