Coverage Customizer Tool

Overview

A friendly, savings-forward visual experience encouraged customers to personalize coverage online, leading to an 11% increase in digital policy change transactions.

Project Details

• Role: Lead Product Designer

• Team: PM, Eng, UX Research, Marketing

• Timeline: 6 months

Challenge 

Updating coverage felt complex and uninviting; users couldn’t easily see how adjustments might save money, leading to low engagement and missed self‑service opportunities.

Success Metrics

• Increased rate of digital policy‑change transactions

• More users viewing/acting on savings

• Higher online completion; fewer support calls; shorter time-to-update

Process

1. Research & Insights: Identified needs for clarity, trust, and stronger savings transparency.  

2. Concept Development: Defined a simple, approachable visual language.  

3. Iterative Design: Tested multiple iterations to ensure clarity and engagement.  

4. Marketing Alignment: Built assets for a national TV campaign; ensured cohesion across web/mobile/broadcast.

Solution (Key features)

• Savings‑Forward UI: Clear indicators and copy that explain the “why” behind recommendations.  

• Consistency: Visuals aligned with the parent design system.  

• Responsive Patterns: Optimized layouts for mobile and desktop.

• Supporting the Brand: Advertising/TV assets aligned across channels for cohesion 

Outcomes

• +11% increase in digital policy‑change transactions  

• Positive user feedback describing the tool as intuitive and easy to use  

• Strong alignment between product and marketing for cohesive messaging