Digital Development, Leading Insurance Provider

Putting customers at the heart of digital journeys


Our client, a leading provider of insurance, wanted to make it easier for thier existing customers to interact, seek advice and buy online.  This digital transformation was designed to complement their non-digital channels to deliver outstanding customer experience.

Phase one focused on creating a new customer portal – built with customer insight at its heart to ensure the experience and resulting journeys absolutely delivered for customers and were authentic to the brand.


A large number of online depth interviews were undertaken across several waves of research in order to evaluate different stages of the digital journeys. Recordings included in the deliverables allowed the client to fully understand the insight and gain sign off for recommendations.


Recommendations from the research covered:

  • The design of the portal to make it logical and seamless to customers (end users)
  • Language and tone that should be used across the design of the journeys
  • Ensuring each journey was in-line with customers expectations.


The portal has recently gone live and full results are expected – early feedback has been overwhelmingly positive.