Context
New client onboarding is a decisive moment. As Will Rogers said, "you never get a second chance to make a first impression", it better be good! But new registrations often mean red tape and therefore a terrible user experience.
Challenge
One of the largest insurance providers in the world was looking for a new approach to their customer onboarding process. They wanted their customers to explore their insurance needs, and maximise cross-selling and up-selling opportunities while completing an insurance application, all in a single meeting.
Outcomes
An accelerated application process:
• Automation of the onboarding pack: time reduction of the overall back-office process from 20 minutes to 3 seconds per client
• A captivating SmartQuote tool
• Boosted average conversion rate, cross-selling and basket size
• Further opportunities: sharing transversal knowledge of the client status between departments.
OLIVER HAAS
UX/UI DESIGNER