Zurich

Zurich Insurance is the largest insurer in Switzerland. Zurich employs 55 000 people and serves customers in more than 215 countries. With their global digital transformation, Zurich aims to create a more intimate connection with their customers.

Year
2019
Role
UX Design Lead

The challenge

Zurich Insurance identified predictive analytics and risk forecasting as a market opportunity. Imagine that you updated your relationship status on Facebook to 'married' and soon thereafter changed region of residence on LinkedIn. By combining these data points, your insurer might assume that your life situation changed in a way which would require an update of your home insurance. The insurer may then reach out to confirm this assumption, to ensure that you are appropriately covered, and of course also to realise increased revenues from your updated insurance premium.

To exploit the opportunity of predictive insurance, Zurich needed a better understanding of the customer journey across digital touch points. They turned to Ginetta, where I was fortunate to tackle this challenge together with the talented designer Silvia Schiaulini and the phenomenal user researcher Silvia Wels.

Our objective was to improve risk forecasting and the omni-channel customer experience.

TEAM

1
1
1
1
1

x UX Design Lead
x UI Design Lead
x User Researcher
x Product Owner
x Business Owner

Improved claim notification process

We combined user research with a competitive analysis to identify key needs and pain points in the customer journey. We communicated our insights with a customer journey map and integrated elements from the value proposition canvas to outline areas with high potential for improvement.


Together with the team at Zurich, we prioritised the recommendations along the dimensions of customer value, business value, and technical effort. We decided to start with improving the claim notification process for car insurance customers.

Digitisation designed to be human

The existing claim notification process was to a large extent initiated over the phone. This customer-initiated report is known as the First Notification of Loss (FNOL). The reason for such call was a recent car damage, loss, or accident and the customer often suffered from frustration and anxiety.

We streamlined the customer journey of the complex claim notification process in close collaboration with subject matter experts at Zurich. We designed a new flow which was complex on the backend but intuitive and simple for the user on the frontend.

We designed the interface to be human, guiding, and enabling in order to meet — or even outperform — the level of support expected from a claim management representative over the phone.

result
zurich.ch

Interfaces for the web & as a single-page application

The conversational FNOL flow is incorporated on the Zurich website. It guides the customer in the initiation of a claim process online and simultaneously enables the insurer to improve risk predictions.

We additionally designed a customer portal as a single-page application together with the team at Zurich. It is still to be launched — keep an eye on the news!

TEAM

1
1
1
3
2

x UX Design Lead
x UI Design Lead
x User Researcher
x Web Developers
x Product Owners