Case studies
Digital Agent Workplace
We partnered up with Zurich Insurance and Apple to change the way insurance agents work. For this, we developed the MyCustomer mobile application, which combines a lightweight mobile CRM with sophisticated insurance advice - always with the user in mind.
Before the rollout of the MyCustomer application, agents were predominantly relying on a paper-based approach, which was prone to process delays, human errors, and caused an excessive administrative burden. These issues drove Zurich to address the agent experience and embark on a digital agent workplace transformation with us.
Services:
Insurance, Digital Product Development, Digital Transformation, Mobile, User Research, Agile
Ambition:
Is it possible to change old and rigid habits of working? The answer is clearly yes, but only if the user experience is outstanding. Our ambition was to quickly build a mobile application that enhances the day-to-day work of an agent, from lead management and meeting scheduling, to providing world class insurance advice. All digital, without ever having to print out paper anymore.
Solution:
Our solution is called “MyCustomer”, a mobile application that has been iteratively built, based on agile methodologies. We performed extensive user research to better understand how agents navigate their day-to-day work and where we can make the biggest impact. We learned that lead & performance management, corporate customer and life advice were the most pressing issues. The result is a completely new way of working - with convincing results.
Takeaway:
Thinking customer-first and then working back to business viability and technological feasibility proved to be a winning recipe. We were able to build a mobile application in small packages that is being used by the vast majority of agents, with rave reviews.
Our Impact:
- +1’000’000 e-signatures obtained
- +14 bps T-NPS increase
- 80% daily usage