Case study: Journey Mapping for Hastings Direct
Using journey mapping to improve customer experience and increase adoption for a digitally focused insurer
Making insurance simple
Hastings Direct is one of the UK’s leading insurance brands, providing 3.1 million policies to their customers. Their agile, data driven and digitally focused approach helps deliver their vision to provide great value insurance in the most simple and straightforward way. Hastings Direct approached 383 for support in driving digital adoption, whilst also solving internal frictions, to create a best-in-class customer experience.
Identifying pain points
Getting to know you
The voice of the customer
Mapping the journey
A roadmap for change
In the final playback session, we were able to present three connected journey maps, plotting over 100 customer goals, 400 customer pain points, and 300 internal frictions and challenges. These were brought to life with real customer stories, gathered directly from our interviews. Most importantly, we provided Hastings Direct with a list of prioritised recommendations, including a number of ‘quick wins’ alongside more in-depth, strategic initiatives that could be considered as part of the product roadmap.