Modify Policy
web services
Goal: Developed a web service to ease pressure on the Customer Service department by providing users with a self-service option to modify or cancel their travel insurance policy.
Result: On average 2.43K of users each month were able to modify their policies online without the need for customer service representatives.
Idea
The Cancel and Modify web service was developed from scratch to alleviate customer service representatives from handling policy modifications. Given the specific business rules involved, this task could easily be automated. The service also empowers travel insurance policyholders to make necessary modifications online at their convenience.
Logic
We approached the creation of the web service by outlining logistics and business rules in wireframes to ensure clarity and alignment among all stakeholders.
The simplicity of the wireframes helped all involved parties focus on the service's functionality and quickly identify the tools needed to achieve the requested features.
At this stage of the UX design process, we identified and documented the following: the service path, service limitations, business rules, required API calls, and subsequent service connections, including confirmation emails and database updates.
Design
Since the service had a relatively simple logic path and did not require more than one developer, the mockups for responsive design were placed side by side on the same page. This approach provides the developer with an immediate reference for how responsiveness was intended in specific cases, eliminating guesswork and streamlining the development process.
There were several instances where design specifics needed to be illustrated. For example, we separately provided visual designs for elements with hover and focus states within the form, as well as for primary and secondary buttons and links. Additionally, error messages were clearly explained within the design.
Result
Over two years of Google Analytics data indicate that our Modify Policy web service has an average of 2.43K active users per month. We rarely receive negative feedback from customers or the customer service department regarding issues with this portal and its automated process. Therefore, it is safe to conclude that the Modify Policy service has alleviated approximately 2.43K customer service interactions—such as phone calls or other forms of communication—each month.