Digitalizing the insurance process for a big insurance provider
Insync Insurance is one of the UK's fastest-growing insurance providers which offers many types of insurance including aesthetic and cosmetic, medical, business, commercial, etc. They take a fresh and innovative approach to arrange insurance utilizing our latest technologies.
When we started this project, the focus was on digitalizing the process of buying insurance. The main challenge was comprehending all the information that needed to be presented to simplify the process as much as possible.
Since there are several insurance types, we wanted to make the product as unified as possible. The idea was to make sure that our users would be accustomed to the application’s flow and get to their goal in no time. Therefore, the goal was to beat the stigma that buying insurance needs to be complicated with a fresh and easy-to-use digital product.
When developing a new product, research is crucial, so you are able to personalize it for your customers. Also, it can help to get important information about the existing problems that your product could resolve.
This case is very specific because each type of insurance usually has a different buyer persona. Having said that, generally, the target customer is anyone above the age of 18 who needs insurance. Because they do differ, we treated each project as a completely new one and customized it to meet the user’s needs.
We noticed that many customers would give up even before starting their insurance buying process. From acquired data, we figured that the main problem was the endless forms a customer needed to fill out to buy insurance. Our solution was to divide the process into simple and intuitive steps. The user can now get a pre-calculated quote after filling out the first couple of questions and then if they like to proceed with their purchase, they can simply complete the rest of the steps.
For legal reasons, we could not just leave out parts of important policy information but without doing so, there was a risk of the screen being too cluttered. We decided to implement two solutions for this problem: a desktop and mobile version. All the important information can be seen on a sidebar for the desktop version while the mobile version has clickable question marks with the same information. This way we made sure that all the important information is there but also that the users are not too overwhelmed by it and are instead more focused on what they are filling out.
The collected data showed that a place where our users could find every info related to their insurance was needed. This is why we developed a customer portal where customers can monitor all of their insurance changes, find and change their info or report eventual damage. The advantages for Insync are that the portal is fully customized to their needs and can easily be modified or upgraded. Also, the load on their customer support team has significantly decreased.
When designing this product our main goal was to develop a unified visual identity for all the types of insurance that Insync provides.
Our users complained that some questions were not easily understandable and tricky to fill out on different devices. This frequently resulted in wrongly filled out forms or customers just giving up. That is why we carefully designed every question so it would be intuitive and simple to fill out. For example, a price slider with values of 1000 was created so the users would know exactly how to answer and have a satisfying experience doing so.
The front end was developed in React.js while the Back end and the base were set up in Firebase. Since this project deals with very sensitive data, we chose Amazon Web Services for hosting because of its reliability and great stability.
The solution was a complete digitalization of an outdated process for buying insurance. Our users can now complete their purchases or access their insurance information online with just a few clicks.
— Managing Director at Insync Insurance Solutions Ltd
“I don’t think there’s been anything that they haven’t been able to find a solution for.”Read Clutch review