Best Practices in User Experience

Report Summary

Best Practices in User Experience

August 2016 - As generational change and models pioneered by other industries put pressure on insurers to change the ways they interact with their customers, core system modernizations that speed internal processes, adaptability, and product innovation are only a first step. The real end goal is a better customer experience for the policyholder.

In an increasingly digital landscape, user experience (UX) is a cornerstone of customer experience. Few insurers have IT departments with a mature UX capability, relying instead on ad hoc initiatives and external resources, which rarely translate into long-term improvements. Yet investing in UX and the broader customer experience has proven to be an effective way for many carriers to measurably improve customer and agent satisfaction, and ultimately conversion and retention.

This brief offers a checklist of best practices to help CIOs and their business partners strategically develop UX capability at their firms.

The Checklist

  • Make UX part of a broader customer experience strategy
  • Focus on building awareness and culture
  • Make a plan for tracking impact
  • Plan to pilot, test, and iterate
  • Select external partners carefully
  • Plan UX governance
  • Don’t neglect internal users—core system UX matters


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