Increasing Intact’s Quote Completion Rate
Increased the quote completion rate by 15% and lifted the purchase conversion rate by 2%, by simplifying the auto and home quote flow.
Achievements
- Redesigned the home insurance quote from an average of 45 questions down to 15, cutting completion time from 8 minutes to under 2
- Increased quote completion by 15% and purchase conversion by 2% across the auto and home quote flows
- Won the Boomerang Prize for Coverage Advisor’s use of data to guide customers toward the right car insurance coverage
Coverage Advisor
Acquisition tool — 2016
Choosing car insurance coverage means weighing options most people have no intuition for. Coverage Advisor helps people decide by showing what customers with a similar profile — age, gender, vehicle type and so on — chose before them.
Winner of the Boomerang Prize for use of data.
View Interactive Prototype →
Home Quick Quote
Acquisition tool — 2017
The home insurance quote flow was averaging 45 questions before a customer could see a price. Most people dropped off long before the end. I redesigned it down to 15 questions, cutting the average completion time from 8 minutes to under 2.
Belairdirect Mobile App
Mobile experience
Belairdirect customers were reaching for their phones first, not a desktop browser, so the mobile app needed to carry its own weight: quoting, managing a policy and reaching support all had to work as well one-handed as the desktop experience did at a desk.
View Interactive Prototype →
Accident Assist
Mobile experience
The moments right after a car accident are stressful and time-sensitive. Accident Assist walks customers through what to do on the scene, step by step, and gets a claim started before they’ve even left the roadside.
View Interactive Prototype →
A Quote Between Bus Stops
The vision behind both redesigns was simple: someone should be able to complete an insurance quote with one hand, commuting to work, between one bus stop and the next. Stripping the flow down to what people actually need first, a price, is what moved completion and conversion. Get that moment simple enough, and people trust you’ll be just as simple later, when they actually have a claim. That’s how you redefine the relationship with the customer.