Travelers wanted help to identify the opportunities for digitalisation to streamline how it delivered its products and services and support ambitious plans to expand its operations.
Travelers wanted help to identify the opportunities for digitalisation to streamline how it delivered its products and services and support ambitious plans to expand its operations.
To do this we ran a series of strategic and tactical projects including:
- redesign the UK marketing website to support Brokers in understanding Travelers products, services, appetite and market thought leadership
- design new eTrade products and optimise the UX of the existing ones
- streamline submissions by working with mid market, corporate and specialty brokers, and underwriters, to design a new a digital submissions platform
Goals
Grow revenue. Increase efficiency, reduce costs, raise the volume of brokers using Travelers and ensure higher quality submissions.
Reduce effort. Create a user friendly platforms that reduces the effort and ensures Travelers have the tools to do better business.
Empower underwriters and brokers. Create digital platforms that delivers the service Brokers and underwriters expect and are happy to use.
eTrade portal design
Designing new etrade products to allow SME brokers to get a quote and bind new business. As well as testing current products and working with the product team stakeholders to optimise the UX for their online eTrade products.
The outcome
recommendations for quick wins to help improved interactions and navigation structure
a set of intuitive components tested with brokers
quick quote feature; to reduce rekeying before binding
better contextual help and inform guidance
automation to speed up form filling
guidelines for use to ensure consistency across future products
Streamlining submissions
Brokers require a more efficient journey to help understand appetite, gauge eligibility of a risk, and bind a policy than the current channels on offer, often using the phone, creating client presentations or using proposal form PDFs. A key stage of the submissions journey is for brokers to collect and collate information on their client’s risk and deliver it to providers to review and quote against.
This current process from fact finding to quote submission is slow, time consuming and full of uncertainty and has the following pain-points:
creates unnecessary contact between all involved
time and effort is required to support all parties to collect, collate and submit content from client, stakeholders and underwriters is substantial - different formats
brokers create a single source of truth by building client presentations to manage content
time consuming and repetitive to fill out multiple forms for different providers
volume of information to have to collect and high number of questions to answer.
The outcome
A digital proposal platform that offers:
A better end user experience than PDFs
Better product lifecycle engagement
Uplift in brand awareness and impact
A flexible quoting tool that can be used to create a Travelers quotes or customer presentations
Data collection
Up-sell and up-skill opportunities
Better quality quote submissions
Backend operation automation, simplification and cost savings
A product that can quickly scale up across business lines
Launching new European websites.
Launching new European websites.
Website redesign
We designed the new suite of European websites as a destination that helps brokers, and businesses, to understand Travelers unique place in the market, our products and services as well as our appetite - to help to ensure high quality submissions. It is also be a space to showcase Travelers thought leadership to help brokers learn about their skills as a partner and help them showboat to clients about the latest market insights. All designed to create a single source of truth so brokers can avoid the ‘slow no’.
What we did
16 research workshops with different service units and stakeholders from across the business
20 interviews with brokers
design of IA and creation of a proof of concept, which was tested with brokers
34 content creation workshops
Key design principles
For brokers
Strengthen UK brand awareness
Showcase the Brand history and kudos and financial strength of those brokers in the UK market that are perhaps not as familiar with the Travelers brand.
Empower brokers
Create a platform / tool that promotes content to empower brokers to understand and sell the Travelers brand, and products and learn about market opportunities.
One-stop-shop for content
Bringing multiple touch-points into a single platform:
Products and services
Content for risk management
Insights
Experiments and tools.
A trusted single source of truth
The website should bring all content into one managed location, replacing the use of PPT, PDFs and microsites, which often present differing versions of the same content - leading to confusion as to which is the most up-to-date information.
Proposition and market range
An up-to-date and single source of truth to help brokers and businesses learn about Travelers proposition across SME, Mid-market and Specialty markets to be able to effectively market to their clients.
Avoid the ‘slow no’
Learn what is within Travelers UK appetite per product range.
Learn what is covered for each product type, incl. add=ons and extensions.
Understand what information or questions will be required for a positive outcome.
Learning about market insight
Help brokers to effectively sell Travelers products to their clients. Identify new market opportunities. And engage with, educate and retain their clients regarding the latest trends through:
Market insights and white papers.
Examples of risks and claims case studies.
Start a conversation
A quick way to contact the right team or team members. Also offer the best way to engage with Travelers, through an end-to-end digital journey e.g. to submit proposal data webform or a claims webform.
For the business
Effective journey touch-point
Create a platform that people at Travelers are proud of, reflects the brand and brand values and that they want to own, use and promote.
Easy to maintain
Create a user-friendly platform that reduces the effort of maintaining content.
Easy to monitor
Using data and analytics to support continuous improvement.
Quick and easy to update
An efficient change request process to ensure content is up-to-date, reliable and trusted to reduce unnecessary contact from brokers.
Helping Travelers define a new digital strategy.
Helping Travelers define a new digital strategy.
Research to find out how technologies like AI, Automation and APIs can support front-office and back-end processes and touch-points to help support a new digital strategy.
Digital strategy
Digitalisation has become a driving force behind the transformation of the UK insurance industry. Insurers are leveraging digital technologies, such as automation, AI, and APIs, to enhance efficiency, streamline operations, foster innovation, and improve the broker experience. Companies at the forefront of digital transformation are reaping the benefits of increased agility, customer-centricity, and competitive advantage. As digitalisation continues to evolve, insurers must embrace emerging trends, overcome challenges, and adapt to the changing landscape to thrive in the digital era.
What digital means for an insurer in today's market and how technological innovation can help to make the traditional insurance model more efficient
How far along the journey to digitalisation Travelers are currently
Where and what digital channels, technologies and innovation are being used to support service delivery and operational delivery
What next steps are required to help define what digitalisation should mean for Travelers goals for service delivery and expansion into over the next 5 years
What we did
18 workshops with different service units and stakeholders from across the business
digital snapshot of the technology being used or being planned
current state journey mapping
report to playback the research to show how technologies like AI, Automation and APIs can support front-office and back-end processes and touch-points.