Aviva Quote and Payment Journey

Organisational challenges
By using customer insight into drop off within the quote and payment journeys, i led the optimisation of the UX. Part of this work was the rationalisation of the question set,

Initiatives
• I assessed the team and added specialised UX and Visual Design talent to create a better experience
• Using FW components, we reduced the technical debt of the whole experience, meaning that Aviva Singapore could build their Q&B journey quicker, costing less and making Aviva Asia profit
• Working with multi-disciplinary teams to create an intuitive User Experience and visual language reducing the need for Aviva to ask as many questions.

Outcome
• End to end conversion completion improved by 2%