Wefox is a digital all-in-one insurance solution. Wefox simplifies the handling of insurance for consumers, for brokers and for insurers. In their digital marketplace, wefox
brings consumers, brokers and insurers together quickly, easily and independently of time and place – digitally and personally.
02. The Process
The goal was to create a comprehensive study on wefox’s digital customer journeys and analyze them to find optimization potential. Additionally, marketing and branding ideas were welcomed.
We gave the app a more modern touch and added elements that help users orientate around the interface with ease. Moreover, the branding should be brought into focus. We began by testing the status quo through deep task analysis to identify pain points for customers. Then, we went into a creatiev phase and tried to solve these pain points combined with best practises to create a more appealing look and feel of the wefox app. Finally, we tried to falsify our beliefs and went into another testing round to put our ideas to the test.
Customer Journey Analysis
Wefox serves both the B2B and the B2C world, which makes the customer journeys more complex. Simplification, branding and an outstanding customer experience is key. We started with testing the current customer journeys and explored weaknesses, which we went on to point out and design solutions for. Gamifciation is a powerful concept when it comes to engagement, so we created a quizz. Furthermore, we restructured the most important Landing-page and optimized the general concept of the journey. At this point, it is crucial to constantly zoom in & out, take both a holistic approach and a detailed look at things to improve the customer experience.
Marketing Campaign Ideas
When it came to generate campaign ideas for wefox, we had to face a challenge of the general insurance industry: low customer involvement & no excitement for insurances. So except on focusing on this lackluster topic, we shifted attention towards the hobbies of people. Every ad can specifically be shown to a segmented customer group, of which the majority will identify with the person in the add. This way, we show people what they miss out on by not having the wefox app.
03. The Result
On every project we approach, we take a holistic standpoint and think that problems are almost always interconnected and rarely isolated. So, to tackle a big problem, we need to go further and solve smaller connected problems first. This is what we did here. The App Redesign on its own wouldn’t be the same as combined with the marketing campaign and the customer journey concept is based on a strong fundament of the app. We approached this project as we approach every project: we take an unbiased, curious position to thoroughly study the domain, test the status quo, come up with bold ideas and try to falsify our theses. Before every project we’re looking to build a diverse team (that solely focues on this specific project) to create contradition, which further accelerates creativity.