4 Out of 5 customers find engaging with their insurance company boring, tedious, confusing and a necessary evil. Start creating more engaging experiences today with user engagement design

1. The insurance customer experience

2. About me

3. Why should you care?
#1 success factor in Digital unicorns
Avoiding Digital disruption is about
understanding new user behaviors
Source: McKinsey & Ideas Collider

4. 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

5. Doesn’t care
Thinks it is complex
Zero trust
Hard to find unbiased opinions
Poorly informed
Needs help
Back to your customers

6. Lacking a vested interest
Highly transactional
Not building trust
Path of least resistance
High investment in acquisition

7. User engagement design
Feedback
Competence
&
Purpose

8. Best practices

9. Where do you want to be?
User Interface
Interaction
User Experience
Journey
User Engagement
Motivation
Traditional products
Agents / brokers
Services
Asset independent
Trustworthy
Transactions
Asset specific
Frictionless

10. In summary
Be user-centric
UI + UX + Engagement
Technology is a tool
Be deliberate

11. Thank you

12. Rewards
Access StuffPowerStatus
Source: Gluckberg’s candle problem