Reducing avoidable support calls without hiding support
Claims and help journeys, a mobile app redesign and a subscription product created from scratch.
The challenge
Rapid growth had pushed avoidable calls into an already stretched customer-care team. Customers could not find answers or understand what would happen next in a claim, while staff relied on fragmented tools.
What I did
- Subscription discovery: Interviewed people about their goals, needs, behaviours and pain points when buying insurance. Combined the findings with surveys, analytics and competitor analysis, using affinity mapping and topic analysis.
- Subscription design: Turned the evidence into prototypes and tested them with users. Worked with underwriting and other stakeholders to review risk analysis, define pricing, agree requirements and set success metrics.
- Mobile app: Collaborated with the external design provider, planning and running user research, usability testing and competitor analysis. Synthesised the findings, then recommended and prioritised changes for the provider.
- Claims discovery: Listened to support calls and used analytics, interviews and usability testing to map customer and care-team journeys. This uncovered a problem no one knew about: customers left between Veygo and garages, with cars not repaired or replacement vehicles awaiting collection.
- Claims redesign: Ran workshops with customer care to define measures and redesign workflows. Used card sorting and iterative design to improve help content, claims guidance and access to human support, contributing to a 23% reduction in customer-service calls.
The flow starts when a user calls and splits according to whether the call is during work hours. During work hours, Veygo welcomes the caller and asks about a new or existing claim. The recovery route reaches a Recovery decision: Yes reaches Veygo Able, while No reaches Veygo email redirect and then Email. Outside hours, the route reaches Veygo closed; recovery needs go to Call, with separate Email and Call during working hours outcomes for the No routes.
What I took from it
Deflection was never the goal. The useful measure was whether people could solve ordinary problems independently while still reaching a person when the situation was urgent or complex.
“Their collaborative approach not only solved problems but inspired our team.”
Anthony Hughes, Lead Product Designer, Veygo