Travelers Insurance
INSIGHTS // UX // DESIGN
As the sales force for Travelers Insurance grew and became increasingly geographically disperse, it also became disconnected from the Travelers brand messaging and the policyholders’ true wants and needs. After diving deeply into the purchasing, billing and renewal touchpoints, Travelers discovered they could create more loyal customers, and attract more new customers, by creating an experience that:
› “Makes it easy to buy and service my policy”
› “Helps me understand my coverages and my price”
› “Appreciates and rewards me as a customer”
The Honey team was enlisted to design a digital tool set that enabled Travelers agents to more fully understand their customers’ journey and key moments of truth; educated agents around opportunities to enhance the customer experience; and helped agents create a line of sight between their role and day to day responsibilities and how they can positively impact the customer experience.
An interactive Customer Experience Map to help agents better understand their policyholders’ needs, wants and purchase paths
A Microsite to share success stories of agents putting customer experience changes into action – creating a visual database of best practices
A Comprehensive Experience Learning Center with variety of mechanisms to learn how to better deliver the customer experience – including “how to” guides, webinars/white papers, social media links, among others
A Mobile App that allows agents and other employees to ask questions, access digital tools, and measure their sales performance