Existing online claim function was performing poorly
Together with American Express we set out to redesign the site and find out which features were most useful and applicable for their range of customer types.
Creation of new journeys through customer interviews and in collaboration with stakeholders & transforming insights into a live experience
Customer insight and stakeholder workshops allowed us to create new customer journeys and site architecture for varied claim types; getting covered, being sick overseas, and dealing with lost baggage.
To best support the re-design we created 3 customer scenarios and mapped these to a journey in order to shed light on what these customers went through when traveling; what thoughts and concerns they had and which touchpoints they interacted with. The journeys were developed into a fully interactive prototype before being re-tested and iterated together with customers and in collaboration with the claim management team.
Stakeholder workshops, customer interviews, customer journey maps, prototyping
3 customer scenarios
Mapped to a journey to shed light on what customers went through when traveling
Significantly reduced call center load in the UK
Spotless package recommendation
Elevate Your Existing Business