Pet insurance made pawsome
Southern Cross Pet Insurance
Overview
Southern Cross Pet Insurance needed a redesign of their digital Quote & Buy journey to simplify the process, make insurance products simple and add some brand magic. So we made it simple, smart and a little bit magical for pet parents to get insurance for their furry babies.
The Challenge
We analysed customer and product data to pinpoint areas of confusion and high drop-off rates. We then researched and overlaid insights and opportunities from behavioural economics and customers’ mental models, creating a simplified experience. The magic touch was in identifying and creating branded Pawsome Moments. We then prototyped and tested with real customers, with stellar results.
The Solution
The redesigned journey proved to be simple, engaging and memorable. We employed generative AI to tailor results to each pet and owner, using clear, accessible language to explain insurance products. A conversational interface guided users through the journey, supported by a dynamic pricing calculator that provided real-time quotes. This not only simplified the purchasing process, but also boosted financial product understanding, brand trust and decision confidence. Woof.
It’s so great to see so much engagement and interest around our business in this project – down to you for bringing the concept to life and helping us to see this experience in such a different way.”
Mel, Acting CMO
Southern Cross Pet Insurance
