Modernizing a global insurer
The e-Service experience for Liberty Mutual customers was in need of an upgrade and optimized experience. The redesign included custom illustrations, and messaging and offerings targeted at individual users. With the help of developers and other journeys we created a dashboard where customers could get a snap of their policies, as well as deep-dive into the coverages in their policies.
Some notable metrics: 6% increase in transactions after only four weeks, doubling the goal for the first quarter.
I also had the opportunity to help brand the eService department. The eService department worked with the phone representatives to provide the best in class service across all platforms. Some of the materials I created include learning modules and materials in order to teach the phone partners.