Revamping Policy Benefits Section to Reduce Customer Queries
Problem Statement
- The existing policy benefits section was unclear, leading to a high volume of customer queries and dissatisfaction.
Action
Conducted user interviews to understand common queries and pain points.
Redesigned the policy benefits section with a focus on clarity and accessibility.
Launched a marketing campaign to inform users about the new section and its benefits.
Key Takeaway
Clear communication and marketing efforts are essential when introducing new features.
Simplifying complex information can drastically reduce customer support needs.
User-centric design leads to higher satisfaction and engagement.
Challenges
Simplifying complex insurance information.
Balancing detailed content with user-friendly design.
Informing users about the new section and driving adoption.
Result
Reduced customer queries by 30%.
Improved user understanding and satisfaction with policy benefits.
Enhanced overall user experience.
Product Skills
Product Skills User interviews and discovery.
Information architecture and content simplification.
User-centric design.
Marketing and user education.