Addressing Customer Satisfaction with Intact

Everybody needs home and car insurance, so everyone should be able to access it. Intact insurance would benefit from a redesign that would enhance its usability, thereby improving their CX.

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Inspiration

Providing an accessible and enjoyable experience for users of the Intact website.

What it does

Our project was designed to adjust the current format / layout of the Intact website to address the site's ease of use and accessibility in order to improve customer satisfaction. Key changes that the group made included:

• Optimization / declutter of the existing interface.

• Create easy to find navigation and call to action buttons for users.

• Ensure that helpline phone number is visible and handy.

• Introduce a video call system with Intact staff & brokers to address office accessibility during COVID-19, due to a lack of in-person appointments for people who have special accommodations.

• Ensuring that fonts, colours, and arrangement of content is accessible and meets regulations.

How we built it

The project was built using Adobe Xd to visually reconstruct and add functionality to the existing Intact Insurance website.

Challenges we ran into and what we learned

Some of the challenges our group ran into through this project include:

• Lack of context and limited stakeholder research made it difficult to identify and ideate immediate solutions.

• Limited access to service information such as details about the customer service and employee experience which limited the ideation process.

Ideally with greater access to information regarding Intact’s client base and how their current services are operated, our group would be able to further optimize the proposed layout and expand on potential ideas.

Accomplishments that we're proud of

• The design upholds Web Content Accessibility Guidelines (WCAG).

• The creation of a more streamlined, clean landing page.

• The proposed option for Virtual Calls for those who prefer interacting with a face, require Sign Language, or other language accommodations.

• The intention behind our design.

• Participated in our very first Hackathon!

What's next for Addressing Customer Satisfaction with Intact

The next steps for this project would include completing more user research to further understand the needs of Intact's clientele. Once this is done and a better understanding of the user base is achieved, the team would then perform usability testing of the current digital product - web and mobile - to uncover further pain points to solve.

Our team would then need to discover the favourability of the video calling feature, and evaluate whether the design and new feature quantifiably improves customer satisfaction. Finally, we would look to make improvements to the Information Architecture of the Intact website and ensure that it is easy to navigate.

Built With

  • adobe
  • adobe-xd
  • miro
  • slack
  • xd
  • zoom
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