Belgium’s 1st online car insurance

A brand new car insurance process for Corona Direct

"Human Interface Group just did it! 

First results show that we subscribe almost 10 times the number of contracts online than the expected amount. 

Great job done! "

Roland Harms, Online Business Development Manager

 

"Human Interface Group is really “human centric”, this was evident during our cooperation. They gave their feedback on the project in a fair, clear and constructive way while taking into account the spirit of our company."

Hilde Haerens, ICT Project leader

  • The challenge

    Bring the whole paper process online and make it easy to use in spite of the complexity of the process

  • The result

    Almost ten times more online contracts than expected

  • 2014

  • Project based

 

 

Approach

  • Understand & Challenge
  • Service blue print
  • Mockups
  • User testing

 

 

 

 

  • There was a time that you had to go to the store to do your shopping. Nowadays you can order your groceries online and they are delivered at home. Convenient and quick. As of now, you can get your insurance with Corona Direct convenient and quick as well. The insurance company, best known for the insurance by kilometer, puts a big step forward in becoming the first fully online insurance company in Belgium.

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  • Before we start

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  • We sifted, assimilated and questioned the entire insurance process in detail. Then we digitally mapped and visualised the paper flow so that the process became clear and the different parties involved could better grasp the project. We designed the screens for online registration, while keeping our focus on the user.

  • Since this was a whole new service, it was important to test it with end users. We performed user tests with 10 test users in order to find out how users deal with the screens and why they perform certain actions.

  • User testing showed that users, despite the complex insurance process, could work effortlessly with the interface. Even users with little online experience.

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  • Confirmation page
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  • In addition, we also mapped different channels and their influence on the phases of the process in a service blueprint. The alignment of the front-end and back-end proved to be a very crucial aspect.

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  • Service blue print

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  • A first-class user experience is our number one priority. Especially for digital services this is crucial. And should you nevertheless become stuck online, Corona Direct’s contact center is ready to help you at each step in the process. Even though users take out their insurance online, they clearly need support via other channels. You can contact Corona Direct in every step of the process, by phone or mail. A simple and user-friendly website is insufficient. It is the combination of an accessible contact center that supports customers at all times and a back-end system that connects seamlessly, which creates a successful user experience.

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  • With their online car insurance CoronaDirect made a great start in its digital self-service story.

 

Discover our other projects in Finance >

 

"Human Interface Group just did it! 

First results show that we subscribe almost 10 times the number of contracts online than the expected amount. 

Great job done! "

Roland Harms, Online Business Development Manager

 

"Human Interface Group is really “human centric”, this was evident during our cooperation. They gave their feedback on the project in a fair, clear and constructive way while taking into account the spirit of our company."

Hilde Haerens, ICT Project leader

  • The challenge

    Bring the whole paper process online and make it easy to use in spite of the complexity of the process

  • The result

    Almost ten times more online contracts than expected

  • 2014

  • Project based

 

 

Approach

  • Understand & Challenge
  • Service blue print
  • Mockups
  • User testing

 

 

 

Approach

  • Understand & Challenge
  • Service blue print
  • Mockups
  • User testing

 

 

 

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