Case Studies
Define the problem. Collaborate. Design a solution.
Direct to Consumer Overview
A summary view of the transformation of Stillwater Insurance from an agent-first platform to a consumer direct product. Everything from marketing, quoting, purchasing and managing a policy is now put directly into the hands of the consumer.
Consumer Auto Quote
The problem we had to solve was how to integrate auto quoting with policy purchase into a single, cohesive experience. The solution was found through a complete understanding of business requirements for quoting, mapping the customer journey, and wire framing.
Consumer Home Quote
Now as a consumer you can get a quote, modify your coverages, purchase and bind a homeowner policy without ever talking to an agent (although you are afforded the opportunity to do so if you so choose).
Agent Portal Redesign
The agent portal, aka FIRST, was in desperate need of an overhaul. In conducting a cursory competitive audit, it was readily apparent that the Stillwater agent portal was behind its main competitors from a UI perspective.
Consumer Self-Service
The legacy site, while functional, was antiquated and did not deliver a compelling experience for consumers. Stillwater Insurance was traditionally geared towards independent agents, but a new marketing push towards consumers was launched in 2019 and along with it, a complete overhaul of the marketing web and mobile as well as the self-service experience.
Business Owners Policy (BOP)
In addition to Auto and Homeowner consumer quoting, Business Owners Policy (BOP) is an essential piece in the Stillwater Insurance product lineup. A key difference with BOP is that there is no preliminary quote, so the key is to distill the information the consumer has to input in the most efficient and intuitive way possible.
Enhanced Balance Transfer
The majority of consumer credit card balance transfers were being done via balance transfer “special offer” mailings enclosed with paper checks for the account holder to use to transfer external credit balances to their FNBO credit account. Balance transfers were available online, but in order to complete the process the account holder had to use a 3 digit code that would come with the offer in the mail.
Cash Club Promotion
The Cash Club was a project intended to incentivize agents to sell more Stillwater policies. It was a replacement for the ‘Stillwatery’ lottery-style incentive. Instead of putting all sold policies into a bucket and drawing a random winner, the Cash Club was intended to directly reward agents for sold policies.
Debt Consolidation Calculators
Consumer credit card holders have a need to determine what the cost/benefits are from consolidating their debt to a First National financed credit card. In the consumer credit card redesign, we included a debt consolidation calculator to incentivize consumers to consider consolidating their credit card debt to FNBO.
Marketing Site Redesign
The marketing site is a key component in the direct-to-consumer campaign – prior to this, Stillwater policies were primarily handled and sold by independent agents. Yes, a consumer could visit a ‘marketing site’ per se, but policy management was bare bones…
INsite Case Study
Stillwater customer service reps have the same need for data, but need a completely different experience. That’s why we developed and designed a completely different app for customer service reps…