Pekin Insurance
User Goals
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To retain policyholders by ensuring that the features present in their portal are intuitive to understand
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Easily inform policyholders of updates to their policy and to the company
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Form a tight and personal relationship between policyholders and agents
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Reduce the number of calls and call time between policyholders and the company
Business Goals
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To retain policyholders by ensuring that the features present in their portal are intuitive to understand
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Allow policyholders to manage individual policies on their account without needing to contact an agent, an example would be viewing what vehicles they have for their auto insurance
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Allow policyholders to easily access and update their account information without needing to directly contact their agent in order to save the company’s time
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Easily update internal records on policyholders when the policyholder edits their account information
Personas
Client Research Survey
Wireframes
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Notifications
Scenario: The user logs into the account pay their unpaid billing statement
After the user logs into their account, they notice that they have unread notifications. The user may either check their notifications or go straight to their billing statement page. If the user decides to check their notifications, they will notice a “payment due” notice. The user may click on this notice to jump directly to their billing statement page. From the billing statement page, the user may access and pay their unpaid billing statement
Journey Map
Opportunities and Internal Ownership & Metrics
Opportunities
Allow policyholders to easily edit their policies so that an agent can quickly review it and contact the policyholder if needed
Allow him to easily contact a representative when he has questions
Quickly notify him about changes to his policy or new opportunities
Internal Ownership & Metrics
Customer Support Team: Reduce the number of calls as policyholders will have more information provided to them to answer their questions
Marketing Team: Easily share new information about Pekin Insurance or policy opportunities to policyholders
Quad Chart
Establish the items, criteria, and scale you will use
