How well does your digital claims platform work? Benchmark it against the CSF list below and if you fall short look at 360Siteview
"Service design has been one of the greatest disruptive forces in our lives over the past 20 years. Everything from how we shop for food to how we move around cities to how we interact with government has been transformed to put the customer’s experience first."
LOU DOWNE in FASTCOMPANY 8TH aUGUST 2018
Critical Success Factors
- Let a user do what they set out to do
- Be easy to find
- Clearly explain its purpose
- Set the expectations a user has of it
- Be agnostic of organisational structures
- As few steps as possible to complete a task
- Be consistent
- Have no dead ends
- Be re-usable by everyone, equally
- Respond to change quickly
- Work in a way that is familiar
- Encourage the right behaviour
- Clearly explain why a decision has been made
- Make it easy to get human assistance
- Require no prior knowledge to use
10. Respond to change quicklyThe service should respond quickly and adaptively to a change in a user’s circumstance and make this change consistently throughout the service. For example, if a user changes their phone number online, their phone number should be recognized in a face-to-face service. Trov is an on-demand insurer that lets users insure specific items for specific periods of time from a simple-to-use app. So if you suddenly decide to take your guitar on a camping trip at the last minute, you can insure it.
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