ABOUT THE CLIENT
Client is a pioneering private life insurer (₹1 trillion AUM).
Geography: India
APPROACH
Qualitative
Online usability testing sessions
Sample Size - 12
Sample Size - 12
PROBLEM STATEMENT
Enhance online policy application process.
Usability issues affected form completion, data privacy trust, and overall digital experience.
Aim to position as digital market leader.
OUR SOLUTIONS
Online usability testing.
12 sessions with investors from mutual funds, commodities, and FNO segments.
Rigorous screening and session moderation.
Explored design, navigation, and information clarity.
Deliverables: Life insurance platform UX report, form design improvement recommendations, trust-building strategy.
KEY TAKEAWAYS
Blockers in form design and data security perceptions identified.
Transparency in communication and simplified steps enhanced confidence.
Visual cues and progress indicators drove engagement.
OUTCOME
22% boost in policy conversions.
15% increase in customer trust.
Positioned as digital market leader.
Impact: 22% policy conversion boost; 15% customer trust increase; 12 usability test sessions with investor segments.
