Co-op Insurance approached us as they were looking to extend their existing business to include Young Driver telematics insurance. They wanted a clear, engaging Quote and Buy facility for customers, featuring a dashboard that could be personalised, supported by an bespoke admin reporting suite.
Thousands of existing customers would need to be smoothly migrated to the new platform. The new admin suite would also have to integrate seamlessly with their existing systems. This was a huge undertaking, but we were confident that the experience of our in-house team in creating these custom solutions would mean we could ensure a timely, efficient delivery.
We know that in order to design an intuitive platform, it is essential to have a clear information architecture and content hierarchy. We carried out detailed analysis of existing user behaviour to get an understanding of how the new system should be structured. This research also identified other opportunities where Co-op Insurance could engage more with their customers, to build relationships and increase conversions.
Our research stage identified the need to ensure customers could access all their statistics and data as quickly as possible. A clean, personalised dashboard was created following meticulous tests in our User Experience Lab, with different views and moveable widgets. We also directed our UX focus towards the admin suite, so the system would save time for all users, regardless of their technical experience.
As there are several steps in the car insurance process, it was essential to offer seamless third party integration for both the dashboard and the admin suite. The Co-op Insurance platforms now include external payment, quoting, underwriting and reporting facilities.
Expanding into new areas can often be a challenging time for businesses. We were able to bring a robust and secure solution to market efficiently, successfully meeting the Co-op Insurance deadlines. Our ongoing support means the platform is always up to date and performing seamlessly.
Co-op Insurance knew they could rely on us to carry out detailed research and meticulous testing. We delivered a platform that overcomes obstacles for the internal team, in addition to ensuring an outstanding customer experience for increased conversions and engagement.
“Co-op insurance have worked with Si digital for over 6 years. All the team have been great, with a can-do attitude and excellent design and development on both our website and customer portals. Si digital mix speed of change with the right level of control, understanding our needs and our customers needs to meet expectations.”
Direct Motor (Interim) and Telematics Product Manager, Co-op Insurance