Kanetix: Streamlining customer service from the interface out.
Web Design
Graphic Design
User Experience
Project Overview
Kanetix came to us with a multi-faceted set of challenges all based around transactions flows. To support their business model, these transactional flows extend beyond digital and into their call centre. Being the largest and most-respected insurance quote provider in Canada came with its own set of challenges when defining their business model and transactional processes. For Kanetix, their task was to both meet insurance provider requirements while providing an effective way for consumers to shop for their best rates across auto, home, travel, and other insurance properties. Prior to engaging us, the prominent focus was on ensuring that insurance provider needs were met with a complicated set of questions each consumer was forced to slog through in order to receive their quotes. By shifting the focus of these requirements from mandatory, regulatory, and engineering driven to include context from the consumer's point of view, we've been able to work at refining the question set, ensuring that the provider and regulatory needs are met, but that the user interface itself has a more streamlined question set, with both natural language questions and inputs. Through the final testing phase of this new interface, consumers are now moving through the questions set in half the time previously required. During this ongoing significant revamp of the auto quote interface, we've also worked with Kanetix to engage in short-term experiments and interface updates to the live site. One such update resulted in a 15% increase in conversions at the most critical decision-making step in the digital process. Throughout this process, we've been helping the team improve at cross-department communications, streamlining internal workflow to align with the customer journey, and ensuring that digital efforts address down-the-line customer service requirements. From desktop to mobile, digital to call centre, complex to streamlined, our efforts have helped to save consumers time and money, while increasing transactions at each stage of the customer journey.Client
KanetixTags
interface design
ui
service design
experience design
transactional flow
behavioural analytics
form design
