insurtech conference 2016
TRANSCRIPT
The insurance customer experience
About me
Why should you care?
#1 success factor in Digital unicorns
Avoiding Digital disruption is about understanding new user behaviors
Source: McKinsey & Ideas Collider
An highly engaged user
Going for the win
Doing it for the fun of it
Fully vested in overcoming challenges
Source: Daniel H. Pink & Sebastian Deterding
Doesn’t care
Thinks it is complex
Zero trust
Hard to find unbiased opinions
Poorly informed
Needs help
Back to your customers
Lacking a vested interest
Highly transactional
Not building trust
Path of least resistance
High investment in acquisition
User engagement design
FeedbackCompetence
&Purpose
Best practices
Where do you want to be?
User InterfaceInteraction
User ExperienceJourney
User EngagementMotivation
Traditional productsAgents / brokers
Easy of use
Frictionless experience
Building long term trust
TransactionsAsset specific
Frictionless
ServicesAsset independent
Trust
ServicesAsset independent
Trustworthy
TransactionsAsset specific
Frictionless
In summary
Be user-centric
UI + UX + Engagement
Technology is a tool
Be deliberate
Thank you
Rewards
Access StuffPowerStatus
Source: Gluckberg’s candle problem