SAGESURE
About
SageSure is an innovation-focused insurance and technology company specializing in home and commercial insurance
Opportunity
Design product with self-service capabilities for policyholders to conveniently manage their policies online
STATUS
MY ROLE
Product Design
Redesigned in
May 2020
Research
User
User
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Manage billing and contact information
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Understand policy coverages
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Get customer support
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Adjust policy if needed
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Increase SageSure account registration
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Reduce spend on customer service
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Enable additional revenue streams
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Communicate trust and transparency
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SageSure
UX
User
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Redesign according with the new brand, accessibility and UX standards
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Integrate self-service capabilities
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Upsell additional coverages "a la carte "
Navigation
Some SageSure policyholders own multiple policies (e.g. summer homes, commercial property). SageSure online account needs to house all of them under one Login without causing confusion for users when managing their policies.
The navigation of the site was restructured to a two-tiered navigation to accommodate:
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Tier 1 - global navigation, sets the context for account-level and policy-level settings.
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Tier 2 - policy-specific navigation, sets the context for consuming information about a given policy
Account Settings
The account settings page enables users to manage their policies more easily (reduce support calls), have better usage experience (increase user satisfaction), and become more engaged and loyal customers (increase retention rate). Account settings page which lives outside of the main menu, signals to users that it pertains to the application as a whole regardless of single or multiple accounts
Build as a dedicated account page where users can manage"
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contact information
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payment information
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paperless setting
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multiple policies management
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password and user name
Internal pages
Overview page
Overview page is, essentially, a dashboard or snapshot for a policyholder to scan main information such as:
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policy number and property address
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policyholder personal and contact information
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billing information overview
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coverages overview
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insurance representative contact information
Overview page also contains quick links to important pages to serve as a directory and help users find what they need faster.
Billing page
In addition to making payments on the Billing page, users can access billing information such as:
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balance
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due date
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payment schedule
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upcoming payments
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past activity
Documents page
On the Documents page users can access and download important documents, such as Policy Declaration, invoices, etc. and change documents delivery methods
Support page
Support page is designed to customer service team as well policyholders. Each FAQ is accompanied with feedback capability on the quality fo the FAQ content
coverages upsell
1. Cover risk as best as possible
2. Avoid gaps in current policy
3. Conduct “painless” transaction
1. Match at-market competition
2. Bring additional revenue
3. Retain existing customers
SageSure
Product
Policyholder
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Educate about additional coverages benefits
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Motivate to learn more
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Capture interest
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Facilitate first step towards transaction
Minimum viable product
As we were not sure about users’ interests in purchasing additional coverages online and competitors’ success rates, we wanted to create a product that wouldn't require big engineering and marketing effort. Instead we started as focused as possible with the following goals for the MVP
Track usage
Learn about users needs
Iterate and invest more over time
Mindsets and User Journeys
User mindsets and journeys spearheaded product placement within existing application.
Homepage callouts
Homepage CTAs were designed to start learning process with a minimum engineering effort.
