The Problem

My 20 year old daughter purchased a new car in August. We have a multi car policy with Admiral.com one of the UK’s leading car insurers. They have a pretty impressive online self service solution which allows policy holders to manage certain details and download policy documentation. Unfortunately they don’t allow you to update the details of a vehicle change but do provide a contact centre which can complete the process pretty easily although repetitive in certain areas (this may be down to Financial Regulation in the UK).

After a pretty painless change process (albeit via telephone rather than my preferred option of online) my daughter was insured for her new car from the time she was scheduled to deliver her old car for part exchange and collect her new car from the dealer.

At the end of the call the customer service agent asked if I would be prepared to complete a quick customer experience survey containing just three simple questions?

A couple of minutes later a text message arrives on my phone containing a link to complete what appeared to be a survey based on Customer Effort Score. More importantly the call to action was sent via text message to a mobile phone yet the survey wasn’t mobile friendly which would have a direct impact on response rates to this essential feedback mechanism.

So the Design In A Day challenge was to design a feedback application that is mobile device friendly and well know customer experience measurement such as Customer Effort Score and Voice Of Customer.

Current Process

The images below are of the current feedback process

Solution

We carried out a design sprint of possible solutions