A Terragni Caselet
Keep Them Coming Back For More
Business Outcome
Increasing Engagement
Industry
Insurance
Platform
EAS, JUMP
Framework
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.
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