Designing Insurance Apps: Seamless Digital Experiences for Policyholders
- The digital insurance industry is projected to grow at a 12.5% CAGR over the next decade (Mordor Intelligence).
- The shift to digital in the insurance industry is driven by technological advancements and the need for convenient services for policyholders.
- Insurance apps should be sensitive and attentive to the needs of distressed customers, as policyholders typically use insurance services during times of crisis.
- Building an insurance app can help establish meaningful connections with customers and gather valuable data for generating insights.
- Enhanced digital experiences for customers through well-designed insurance apps can lead to increased revenue.
- Insurance apps enable insurance agents to focus on acquiring larger clients, saving time and reducing costs.
- Designing insurance apps that offer seamless digital experiences is crucial for success.
Steps to design insurance apps for creating seamless digital experiences
1. Simplify the onboarding process
The first and most crucial stage of the UX design process is to streamline the entire onboarding and registration process. Lengthy forms and complex processes can lead to higher drop-off rates with 43% of users never completing the registration process due to bad UX in onboarding. To simplify the onboarding process, minimize the steps, gather only the most important information, and follow clear and transparent data collection practices. Utilizing a progress bar, social media logins, and pre-filled fields, and guiding your customer with helpful microcopies can create an effortless onboarding process.
2. Easy access to information
There is no doubt that insurance apps will be cluttered with information, policies, and features. The best way to tackle this problem of managing a truckload of information is by defining it intuitively during the information architecture stage. Make sure to place the most frequently used features at the top of the app's navigation hierarchy and provide clear and concise labels along with icons for buttons and menus.
Read more: Top Technology Trends in Insurance 2023
3. Personalize the experience
All policyholders will have unique needs and preferences that match their individual backgrounds. Insurance companies can address these needs by using AI and machine learning technology that has the capacity to analyze vast amounts of behavioral data to offer personalized policy recommendations. Additionally, customers can be given customized interface layouts or manage notification settings on their own to increase their satisfaction and build empathetic connections.
4. File a claim
One of the most significant aspects of insurance apps is to create a seamless experience of lodging claims to redeem the insurance. For example- in vehicle insurance, the interface should allow users to click and upload pictures of the damaged vehicle as proof to claim the insurance. Make sure to minimize the steps and conclude the process on one page itself.
5. Manage policies through a panel
Another important screen is a sleek and minimalistic UI that allows users to view policy details, make changes, get policy payment reminders, file claims, and track the status of these claims. This can function as the homepage of the app where the users can manage all their policies efficiently. Insurance companies can also notify customers about the status of their insurance and other important updates via push notifications.
6. Integrate with third-party services
Insurance apps need to be integrated with third-party financial or lifestyle services to improve the entire user experience of the app. This includes payment gateways like Gpay to enable policyholders to make payments conveniently without switching to multiple apps. Similarly, companies can consider collaborating with other services like health apps to allow users to track their health in terms of health policies.
7. Provide 24/7 customers service
Insurance apps will have customers relying on solving their queries all the time, be it during the onboarding or filing claims process. Incorporating AI-powered chatbots can resolve such queries at any time of the day and at lightning speed. However, not all queries can be solved with a chatbot, so companies should provide an alternative that allows customers to talk with customer service representatives in real time. Offering both these options is needed as customers will reach out during emergencies like accidents and would need the support of a human representative.
To conclude, designing an insurance app involves simplifying many complex processes which will require a considerable amount of time and professional help and expertise. If you are looking to build an insurance app or revamp your existing one, you can reach out to us. Our team of designers has years of experience creating seamless digital insurance apps.
Want proof of our work? Look no further! Check out our case studies here.
1. How to create a seamless new customer experience as an insurance company?
Enhance new customer experience in insurance by leveraging digital platforms, personalized interactions, and streamlined onboarding processes.
2. How can insurance apps improve the overall experience for policyholders?
Insurance apps can improve policyholders' overall experience by offering easy policy management, claims filing, personalized recommendations, and real-time support.
3. Are insurance apps secure for handling sensitive policyholder information?
Yes, insurance apps are designed to prioritize security and ensure the protection of sensitive policyholder information.
4. Can policyholders make payments and manage their policies through insurance apps?
Yes, policyholders can make payments and manage their policies conveniently through insurance apps.
5. How can insurance apps help policyholders access important policy documents easily?
Insurance apps streamline policyholder access to crucial policy documents for easy retrieval and reference, enhancing convenience and reducing paperwork.