ABOUT THE CLIENT
Client is a pioneering private life insurer
APPROACH
Qualitative research
Sample Size – 12
PROBLEM STATEMENT
A private life insurer managing ₹1 trillion in assets wanted to enhance its online policy application process.
Faced usability issues that affected form completion, data privacy trust, and overall digital experience.
Aimed to position itself as a market leader through improved digital interactions.
OUR SOLUTIONS
Conducted 12 online usability tests with investors from mutual funds, commodities, and FNO segments.
Employed rigorous screening and session moderation to understand user pain points.
Explored design, navigation, and information clarity aspects of the policy application journey.
KEY TAKEAWAYS
Usability Friction: Identified blockers in form design and data security perceptions.
Trust Drivers: Transparency in communication and simplified steps enhanced confidence.
Conversion Boosters: Visual cues and progress indicators drove user engagement.
OUTCOME
22% boost in policy conversions,
15% increase in customer trust, positioned as digital leader.