Case Study: Metromile achieves higher conversions and reduced churn with FullStory

How FullStory Drives Conversions for Car Insurance Company

Metromile is a pay‑per‑mile car insurance tech company that needed to sell a novel pricing model through a web and mobile experience. Because customers aren’t used to mileage‑based insurance, Metromile faced high friction and abandonment in its quote flow—session replays showed up to 65% of quote requests left unfinished—and struggled to reproduce bugs or pinpoint UX confusion at scale.

Metromile integrated FullStory session replay (and linked Optimizely test IDs) to watch real user sessions, run A/B tests on rate packages and landing pages, and passively catch bugs. They added on‑page educational tours, streamlined forms and package options, and fixed usability issues uncovered in replays—resulting in smoother funnels, higher conversions, faster bug resolution, reduced churn, and FullStory becoming a core part of their workflow.

Metromile

Matt Stein

Director of Product Design