INSURANCE
Client
Aviva is the largest insurer in the UK, and one of the largest in Europe. Globally, it has about 33 million customers and 30,000 staff.
Program/Project
Broad range of work over a 5-year period, including:
> consulting review of existing Natural Language Call Steering module
> design new speech-enabled self-service modules
> major rationalization of all modules, after overhaul of contact center staffing
> many “Business as Usual” updates
> consulting review of existing Natural Language Call Steering module
> design new speech-enabled self-service modules
> major rationalization of all modules, after overhaul of contact center staffing
> many “Business as Usual” updates
My Role
User Interface Designer for all aspects.
My Responsibilities
Most early work was restructuring of the IVR design to support surgical removal of content from Norwich Union (legacy brand) and the RAC, a car breakdown recovery service.
Major sub-project to offer highly tailored messaging to callers, for better caller experience and reduced call time. Significant work with client Business Analysts, including preparation of business case to Group Legal.
Challenges & Opportunities
Aviva went through significant restructuring of both their core business and their customer service approach during this period.
The permanent Aviva team was excellent, and knew their business intimately. Use of external consultants to drive through business process changes sometimes added complexity.There was some tension between the client’s IVR team and their Web/Digital team, which is not unusual. Whenever possible, we coordinated changes with web-centric UX designers, to promote overall CX design consistency.
High- and low-level call flows, color-coded to support client review
of proposed surgery, following major business changes