Veygo by Admiral · 2021–2022
Reducing avoidable support calls without hiding support
Claims and help journeys redesigned around what customers and care teams actually needed.
23%reduction in customer-service calls
0users left in limbo during the tested claims journey
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
- Listened to real claims calls and mapped the journeys of customers and care staff.
- Combined Google Analytics with interviews and usability testing to locate gaps between users’ intent and the help content.
- Facilitated workshops with customer care to define measures and redesign support workflows.
- Used card sorting and iterative design to improve help content, claims guidance and the route to human support.
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