Methodology

We started with an internal workshop alongside the customer service team to identify the most common questions asked during phone calls. Following that, we created wireframes to enhance the existing user journey and simplify the language by replacing technical insurance jargon. Once the wireframes were refined, we finalized the mockups as an interactive prototype. Remote user testing was then conducted via Teams with 10 participants, who first assessed the old journey and then evaluated the new one. The test results were presented to stakeholders, and after making minor adjustments based on user feedback, we passed the updated journey to the development teams for implementation.

Key figures

Following user testing with 10 participants, the satisfaction score for the journey increased from 8.6/10 (old journey) to 9.2/10 (new journey).

April Group is a French insurance company headquartered in Lyon. It designs, manages, and distributes insurance and assistance services for individuals, professionals, and businesses. April offers its customers and partners solutions in health and personal protection for individuals, professionals, and small businesses (VSEs), as well as loan insurance, international health insurance, niche property and casualty insurance, and wealth management. Founded in 1988 and based in Lyon, APRIL employs 2,300 people across 18 countries and generated a turnover of €544 million in 2021.

Objective