Case Study: an internationally operating insurance company improves online claims reporting with FELD M user research

a internationally operating insurance company improves claims reporting with FELD M using 14 user tests

The internationally operating insurance company sought to improve its online claims reporting process to reduce customer frustration and decrease the volume of queries handled by its service team. They commissioned FELD M to conduct user research to identify specific points where users were abandoning the process and to find areas for optimization in usability and efficiency.

FELD M implemented qualitative usability testing with 14 participants who reported a pretend accident via smartphone; sessions were observed remotely by client stakeholders. The research identified key frustrations, including a lack of information and ambiguities that caused users to abandon the online process and call customer service instead. FELD M's findings provided a clear need for optimization in user guidance and mobile display, enabling the client to make targeted improvements to reduce drop-offs.