Corporate Insight, a New York-based user experience research firm, released a report in January evaluating how eight P&C carriers gather car and driver information online and progress to a final auto quote. The team posed as a potential customer, living in Brooklyn, N.Y., looking for coverage on a 1995 Subaru Impreza. According to Corporate Insight, among the aspects of each website evaluated were the inputs and layout, features, and what happened after the final quote. For example: Is the design facilitative of the process? Can users save their progress? How soon does the insurer follow up after the quote?
“We were trying to gauge usability, overall capability and how easy the entire process was,” Corporate Insight president Mike Ellison tells I&T. “We’re hoping people will learn best practices to make the client experience as easy as it can be.”