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A Terragni Caselet

Keep Them Coming Back For More

Business Outcome

Increasing Engagement




Journey Mapping


One of the top 4 players in private life insurance were facing inconsistency in premium renewals with Tier II and Tier III rurban customers.


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.

2_Keep them coming back for more
3_Keep them coming back for more

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

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