Creating a Mobile Customer Experience for More Attainable Auto Insurance

Case Study

September 17, 2020

TABLE OF CONTENTS

Introduction

A national property-and-casualty insurer, headquartered in North Carolina, wanted to offer a new mobile product to their auto insurance brand. Specifically, this brand was created for a non-standard segment of clients that primarily wish to obtain the minimum state requirements for car insurance. Gathering market and user research insights would help the client better understand this specific demographic’s needs and wants, as well as their position in the market.

Challenge

The largest challenge the client was facing was potential substandard customers’ inability to provide e-signatures on their auto policy documents, which was causing them to lose about 25% of customers. Because many of these customers don’t have access to a computer, collecting the e-signature was tricky. Without a signature, the client could not provide car insurance coverage.

This created considerable challenges, including:

  • The clear need for a mobile experience to offer their customers
  • Inability to acquire new customers
  • Revenue decrease by not being able to insure members of this demographic
  • Needing to deeply understand their users’ needs to create the right product

Mobile-Customer-Experience-Case-Study-Quote

Approach

Levvel’s mission was to accurately assess customer needs and satisfaction to help inform the design of a mobile offering.

The recommended approach included:

  • Perform both a qualitative competitive landscape analysis and quantitative primary data study to determine customer needs
  • Identify key features for the prototype, including digital insurance cards, claims and payment processing, and roadside assistance, among others
  • Host a product workshop outlining research findings and required features

Mobile-Customer-Experience-Case-Study-Quote2

After the initial research phase, Levvel hit the ground running on designing a clickable prototype and presented multiple concepts to the client for a mobile app design. The client had already identified some of the key features they wanted in the mobile app, so Levvel was able to frame their solution into the application.

Mobile-Customer-Experience-Case-Study-Image-FINAL

arrow-right
Levvel's 2020 Insurance Technology Modernization Report is here.

As Insurtech startups rapidly claim their stake in market share, insurance giants are feeling the pressure to modernize and innovate. This report highlights the symptoms of outdated legacy systems for insurance organizations, and offers vital business solutions and strategies on legacy modernization to improve business success.

Results

The delivery of the product workshop and subsequent prototype fostered a meaningful cultural shift for the client. With a new, primary focus on mobile-first thinking, the insurer was inspired by Levvel to structure all future projects with a workshop-style start.

The key features Levvel designed for the mobile app included insurance cards, claims portal, payment processing, roadside assistance, e-sign, login/registration, notifications, and policy details.

Mobile-CX-Case-Study-Image-Icons5

Download the PDF

You can access the PDF here.

Authored By

Levvel

RECOMMENDED CONTENT

2020 Travel & Expense Management Insight Report

Report

2020 Cloud Management Report

Report

Exploring the Connection Between Legacy Dependence, Digital Strategy, and Achieving Business Goals

Webinar

Meet our Experts

Levvel

You’re going to use technology to change the world. We’re going to help you create it. Whether you are reinventing your company, creating an industry-changing product, or making existing products even better with new technologies—we exist to make your endeavor a success story. Our team is made up of leaders, thinkers, designers, and builders whose collective experience spans many industries and companies of all sizes. We’re avid fans of technology but even bigger fans of solving business problems. An understanding of the difference between an idea and a solution is just one of the things that set us apart.

Related Content

2020 Travel & Expense Management Insight Report

2020 has been an eventful year for Travel & Expense Management (TEM). Because of the COVID-19 pandemic, travel has declined significantly, which made it seem like TEM automation would take a back seat to more urgent priorities.

Report

Dec 03

2020 Cloud Management Report

This report highlights the main issues organizations face when deploying cloud environments, offers solutions to overcome these technological challenges, and serves as an educational guide to determine your migration and cloud management plan.

Report

Nov 13

Let's chat.

You're doing big things, and big things come with big challenges. We're here to help.

Access the Case Study

By clicking the button below you agree to our Terms of Service and Privacy Policy.

levvel mark white

Let's improve the world together.

levvel-mark-mint

© Levvel 2020