Increasing insurance self-service completion
Reducing navigation friction and clarifying request status in insurance servicing journeys.
- Company
- Deloitte
- Role
- Product Manager · Client engagement
- Domain
- Insurance · Digital self-service
Outcomes
40% → 47.2%
eligible digital-service completion over six months
+7.2 pp
absolute increase in completion
Context
Digital completion stood at 40%. The existing journeys had navigation problems and unclear request-status messaging.
Worked on the digital servicing experience by addressing navigation friction and status-message clarity across eligible self-service workflows, such as contact-detail updates and policy-document retrieval.
What I did
- 01Focused on navigation problems and user uncertainty about request status.
- 02Supported changes to navigation and status visibility for contact-detail updates and policy-document retrieval.
- 03Tracked completion for eligible servicing requests over six months.
Capabilities
Journey frictionStatus visibilityWorkflow changesCompletion measure
Perspective
The servicing improvements focused on navigational clarity and request-status communication, with digital completion of eligible requests as the principal outcome.
Original confidential client screens are not shown. Numerical outcomes reflect the work described in this case study.
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