Making a telephony proposition digital

In the ever-evolving insurance landscape, we partnered with Hastings Direct, a leading UK insurance provider, to validate and refine a ground-breaking proposition for their car insurance retention process. To validate this proposition, we engaged 947 customers with eight diverse research methods, delivering an amalgam of qualitative and quantitative insights over an eight-week period.

Our research revealed key insights into customer behaviour and their decision-making process. Primarily, we discovered that price, flexibility and transparency were vital customer focus areas during the decision-making process.

By leveraging these insights, we formulated comprehensive recommendations to refine the proposition, offering customers a digital turn-key solution that addressed their specific needs and matched their online buyer behaviours.

Our compelling work with Hastings Direct underscores the power of strategic Proposition Validation in driving digital adoption and customer satisfaction. By honing in on customers' needs and specific pain points, we laid the groundwork for Hastings Direct to implement an optimised product journey that delivered value and transparency. Our partnership has elevated Hastings Direct's digital presence, reinforcing its position as the UK's top digital insurance provider while fortifying its long-term goal of reducing call centre dependency.