Case Summary
Business Outcome
Increasing Engagement
Industry
Insurance
Platform Used
EAS, JUMP
Tool Used
Journey Mapping
Background
One of the top 4 players in private life insurance were facing inconsistency in premium renewals with Tier II and Tier III rurban customers.
The Insights
Concepts (Life Insurance) to specifics (“My policy”) value perception gap – “What does this policy really mean for me, my family & my life goals”
High perceived and cognitive friction in the digital renewal transaction touchpoint.
What We Did
Behaviour shift design bridging concept to specifics value perception gap.
Eliminating friction in premium payment
in digital channels.
Behavioural Communication & Messaging Design to address Perceived friction.
Behavioural Journey Design to eliminate
cognitive friction.
Process Blueprinting for implementation
of the journeys.
The Outcome
Increased Persistency.
Reduced Cost of Service.