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Velvet Onion & Friends partnered with NRMA Insurance to enhance their Car & Home Insurance Claims process. The project aimed to humanise the insurance claims experience, making it more intuitive and supportive for customers. Over a 15-week period, the team worked closely with NRMA to identify pain points and deliver actionable recommendations.
NRMA sought to improve the digital claims process to increase completion rates and customer satisfaction. Their vision was to create a seamless, supportive digital experience that would reduce the need for customers to resort to assisted channels.
The project was divided into three phases: Car Claims, Home Claims, and Claims Tracking. Each phase began with a discovery period, followed by an expert review of NRMA’s existing research. The team then conducted design sprints, developing and testing prototypes with real customers. This iterative process allowed for continuous refinement based on direct feedback, ensuring that the solutions addressed the most critical pain points effectively.
By the end of the project, Velvet Onion & Friends had validated their design solutions with 51 NRMA customers, significantly reducing the identified pain points. The project concluded with a comprehensive report, including tactical recommendations for immediate implementation and strategic insights for future improvements. This collaboration not only enhanced the customer experience but also provided NRMA with a clear roadmap for ongoing digital transformation.
Let’s elevate your digital presence and lead the charge into a new era of customer experience. Contact us and let the transformation begin.
Velvet Onion & Friends is a diverse team of thinkers, makers, and problem-solvers passionate about creating digital products and services that make a real difference. With a mix of creativity, technical expertise, and strategic know-how, we’re here to help you navigate the digital landscape and bring your vision to life.
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