Customer insight / Challenge

Majority of consumers want a detailed quote, not solely a cheap one. With users seeking to understand their quote, there’s an opportunity to provide more information rather than fast-track the process.

Objective

Create a Coverage Counselor app that explains coverages and provides user with customized options.

My role

Delivered UX and Visual design and created high fidelity mockups that communicated layout and interactions.

Worked with marketing, product and development to determine the scope of back-end effort.

Provided the user research team with interface iterations for testing and optimization.

Implemented app screens

The flow is divided into 3 parts according the data that needs to be gathered to determine coverage recommendations: you, your vehicle and extras. Users get an immediate feedback during the process by gradually accumulating suggested coverages. Eventually they are offered an option to carry over the info to the quote app and to get a final quote. 

Data entry for the vehicle section  

Testing and optimization 

We conducted a quantitative research to understand user expectations, thoughts and pain points as they were going through the tool. The vast majority thought that the flow was easy to understand, quick, and simple. They were satisfied with the experience and eager to continue to quote. Many were looking to personalize the coverage options even further and see actual prices. 

As the app continues to get a high volume of visits (1200 a month) efforts are under way to let the customer customize the coverages even further and to integrate it closer into the policy purchase flow.