We began by conducting stakeholder interviews and creating
a map of a typical Libery Mutual customer's experience. This is a section
view of the Customer Experience Map.
At Addison we were hired to do an audit of Liberty Mutual's customer communications, followed by a complete redesign.
The first piece we tackled was the insurance bill. We also redesigned the customer correspondence, quote, and application and developed new welcome and renewal kits to improve the customer experience.
The project was carried out in three phases - stakeholder research, design, and user testing. Consumer testing indicated that the new system was much more appealing and easier to understand, and we identified areas to improve in future iterations.