Aviva motor insurance customers had

Aviva motor insurance customers had no digital option for mid-term policy changes. Adding a vehicle or updating drivers meant calling the contact centre.

I designed mobile-first self-service journeys within MyAviva using conditional flows that adapted based on the customer's task. The experience was built around progressive disclosure, showing only what was relevant at each step.

Result: approximately 25% fewer calls to the contact centre.

https://santhoshrb.com/work/insurance-self-service

#UXDesign #MobileFirst #SelfService #InsuranceUX