Key highlights
1. Telemetry backed optimisations and phasing implementation
2. Information First Design
In a lot of our qualitative interviews and interactions with our customers, we realized that a lack of information, required or critical in a certain task ( especially with transactional products ) leads to frustration, abandonment or distrust with the brand.
Being a new brand, we wanted to avoid this all costs.
For this we followed a information first design approach, where we made it a practice to make the user is aware or can easily access all the relevant information or requirements related to the product.
2.1 Insurance
Informing the user upfront the coverage and requirements leading to more chances of conversion once user enters the plan selection and purchase flow.
What's NOT covered?
In sales funnels, it's common to minimize information to quickly guide users to checkout. However, this often leads to drop-offs when users need to compare multiple options and lack a clear overview.
In our insurance plan selection view, we ensured users could easily see both the coverages and exclusions in one place. This reduces the need for back-and-forth navigation and keeps users fully informed about all offerings and limitations at a glance.
Drone insurance Advisor
Drone insurance involves multiple components and add-ons, leading many users to seek recommendations from our support team. To address this, we developed an insurance advisor that helps users select their operational scenario and receive tailored insurance recommendations. These recommendations are categorized as mandatory, good to have, or not required.
2.2 Drone Training
Similar to insurance, drone training has a set of pre-requisites to enter the training, If the user misses these, it can lead to an unpleasant experience and mistrust with the associated brands.
3. Designing for trust
3.1 Chatbots vs Human
For a startup, trust from its users is of utmost importance.
No-doubt chatbots can be resource effective and take care of superficial issues, but we as a new startup in new domain, we were dealing with known as well as unknown-unknowns.
Using Chatbots to deal with already frustrated users could lead to mistrust with the brand.
Keeping this in mind, we decided not to use any chatbots for our customer support interfaces and deployed support personnels for personalised and empahetic resolution.
3.2 Reducing TAT
3.3 Bringing in transparency
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