Insurance Auto-renewal
The Challenge:
The primary objective of this project was to ensure that British Gas Services complied with the Financial Conduct Authority (FCA) regulations in response to a recent change regarding automatic renewal for insurance products.
Striking a balance between designing user-friendly experiences and addressing Financial Conduct Authority (FCA) rules was essential.
My responsibilities were to lead the service design (Mitigate) and research.
Date:
April - September 2021
Research & Discovery
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Conducted research on the current renewal communications to understand from customers what information was unambiguous and where enhancements were required.
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Mapped all the current journeys within the insurance customer lifecycle in order to identify the critical touch points that needed updating.
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These activities facilitated the identification and prioritisation of critical journeys. These included communications, a new online journey, agent tool and conversation changes
Design and testing
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Formulated a problem statement and a “How Might We” to guide our design process.
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Facilitated ideation workshops to generate solutions for web journeys and communications.
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Storyboarded an online journey and collaborated with a product designer to transform this concept into a prototype suitable for testing.
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Conducted User experience testing and collaborated closely with the product designer to identify the features that should be prioritised for development, refinement and removal from the product
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Mapped the E2E future state journey for auto-renewal. This map incorporated the customer actions, web and agent touchpoints, technical requirements, and communication updates.
