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INSURANCE

Improved Customer Experience Increases Online Insurance Applications


The Challenge

A specialist in income security and pension supplements, needed a website refresh with a new look and a simplified submission process. The challenge was to replace the complex navigation and cumbersome processes with a visually enriched business website that included easy-to-find, targeted information and converted visits to transactions. Meeting this goal required a dynamic redesign and a solid understanding of the client's objectives.


Our Approach

Mirabeau, a Cognizant Digital Business, partnered with our customer to map the company’s customer journey and various touchpoints using “service blueprints.” Each touchpoint in the blueprints aligns with a customer story to establish input and output actions as well as to understand the back-office systems and process requirements.

The dynamic redesign emphasizes products—the main reason for a website visit. Product and service applications consist of easy-to-complete forms, divided into logical steps. Customer needs dictate content presentation and field requirements.

Swift answers to customer queries enable immediate ordering, while a modular application process supports easy maintenance of website content.

A Dynamic Website Design Streamlines Access and Service Ordering

Optimize online service provisioning. Enhance the user experience by remapping the customer journey. Redesign the website. Prioritize easier premium calculation by reducing sensitive information entries. Together, these changes ensure a greater number of converts from a visit to a transaction.

The new application process, which reduces the need for privacy-sensitive information, assists in meeting user requests.

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Enhance user experience

through dynamic design and website restructuring

Augment visit conversions

with easier navigation and more intuitive processes


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