How UX design can improve digital journeys and deliver insurance customer experience success

The insurance industry is going digital and providing services online. Lengthy questionnaires and unclear pricing can result in frustration. Therefore, user experience design is crucial. Companies must understand their users and design the digital offering according to their needs. This results in enhanced customer satisfaction and brand loyalty. In addition, we shared a few aspects that could use improvement by your site.

Landing page

The landing page gives the first impression of your insurance business. It is the first thing the customer sees, giving them a glimpse of what to expect. In this industry, we know that customers do have issues with trust. A properly designed landing page conveys a message that they will have a smooth and effortless process to follow best practices of customer journey in the insurance industry. Whether applying for insurance or making a claim, your customers will get a real feel just by visiting your landing page. You can start by interviewing users and doing market research. To find out more about the key elements that your users will come in touch with.

Sales Journey

The underwriting questionnaires can be an issue for the customer. You need to provide clarification using simple language while finding and reassuring. Also, minimize the number of questions and maintain simplicity. Another stage that can be problematic for users is the quote and coverage information. Users can feel overwhelmed and confused when they face too much information. The information should be displayed in an easily digestible way, allowing them to decide. Finally, providing help and support is essential. A live chat within the app is an excellent choice for convenient communication. The users can reach out if they have problems understanding the key terminology.

Self-service

Once they purchase their policy, the users might forget the details and coverage. Yes, life can get busy and everything, but they might need this information urgently at a certain point. That's why insurance companies should provide a customer portal where they can sort out their issues. The self-service site should have easy access and a simple interface allowing users to view their policies online. Also, they should be able to modify and change the policies. Let's say that the user wants to make a mid-term adjustment. This can impact a few areas for the insurer, but the customer still needs to have up-to-date access and transparency. In addition, the optimal user design should allow all the details to be displayed correctly and up-to-date.

Reporting claim

Reporting a claim is a stressful process for the user. They are worried whether their claim will be accepted or not. So, the ultimate user experience should be focused on easing their anxiety. For example, companies can require less information to be submitted. Also, they should offer easy access to support in case the user has some issues. A web chat with a real person is a perfect solution for this. The user can get immediate answers and solutions for their problems. And don't forget about the photos and videos that need to be uploaded as evidence. Provide a simple and streamlined option for uploading that won't take their time or require effort.

Final take

Buying insurance inline doesn't have to be a hefty task for your customer. Focus on simplifying the journey and streamline the process. This results in less stress and time saving, which increases the customer satisfaction and brand loyalty.