Intro

To improve the personal lines experience for Mylo, we were brought in. This was where customers would get recommendations and quotes for both home and auto insurance.

‍

Problem

The quoting experience had a high drop off, was extremely long, and frustrated customers.​​​​​​​

‍

Hypothesis

We believe that by reducing the length of the buy flow and implementing pre-fill elements, customer conversion will go up, session time will go down, and customer frustration will be reduced.

Mapping out opportunities and pain points

We audited and documented the experience as it existed so we could go to the Mylo team with areas where improvements could be made. We found a bunch of quick wins and larger experience issues. We knew coming in with recommendations early would start the conversation off in the right direction.

‍

Observations

There was an excessive amount of pages, personal information was required too early, and multiple instances of duplicate or optional questions

Leveraging architecture flows to gain stakeholder buy-in

Knowing that presenting large experience changes can be challenging, we opted to design out and present flows that visually represented how streamlined a new bundled experience was. This made getting buy-in easy as the improvements would deliver Mylo their original requests.

Implementing pre-fill elements to bring Mylo up to industry standards

A significant aspect of this project involved integrating a third-party data source that could enable Mylo to pre-populate customer data and enhance their experience. However, we received information halfway through the project that Mylo's budget might run out at times, and they would have to suspend pre-fill data pulls. Therefore, we designed an alternative pathway for such scenarios.