Let’s jump right back into the thick of this topic. In the first part of this blog series, we discussed why insurers should be empowering their customers to complain in fairly general terms. Check out the link to our Decision Maker’s Guide to Complaint Enablement for more background on this topic.
This post dives deeper into a few key metrics: retention rates, customer lifetime value, and quantity of feedback gathered. To do so, we’ll take a look at the financial impact of non-complainers. While you read, it may also be helpful to consider whether you are currently measuring or utilizing any data to achieve similar goals.
Before getting to specifics, here’s a quick recap of what was covered last time:
J.D. Power’s 2018 research tells us that the industry average score for providing a satisfying purchase experience is 839 out of 1,000.1
Talk UX is an annual design and technology conference hosted by Ladies that UX Boston (LTUX). LTUX is a global organization that has created an international community of supportive and inspiring women in design and technology.
This year’s conference was held at the beautiful Joseph B. Martin Conference Center at Harvard Medical School. There were roughly 500 people following a single stream of presentations and discussion panels by women in leadership. UX leaders, designers and researchers as well as professionals not actively working in UX attended this event.
Building Bridges Through UX Research
Laura Granka – Director of UX Google
Slides | Video
Laura described some methods that Google uses to stay true to their user-centered strategy. One method she talked about was Google’s immersion studies, in which product teams go to the users. Per Laura’s suggestion, Google fashioned a 15 passenger van into a usability lab to…
Here’s an interesting fact from a Forbes article published earlier this year, regarding end-consumers in the insurance industry:
“91% of non-complainers just leave”1
This tells us that there are two types of customers in the insurance world: complainers, and non-complainers. Among non-complainers, more than nine out of ten actively choose to take their business to another company. The insurer they leave behind must deal with the following consequences:
Loss of future revenue streams
Lack of insight into why the customer chose to leave in the first place
The significance these metrics have on bottom line revenue can’t be understated. These are customers that were already paying for a service – that had already gone through a decision-making process, chosen one insurer, and were so dismayed with some aspect of their service that they chose to begin this entire search process again.
But there’s a simple…
I attended UXPA Boston 2018, a one-day conference hosted at the Sheraton Boston. This was a highly anticipated event for me as it was my first year attending despite being interested in previous years. What’s more, this year’s conference happened to land on my birthday, so it was a real treat to break from the day-to-day routine!
I was especially looking forward to sessions by UXers from notable companies like LogMeIn, Google, and IBM on the topics of user research workshops, collaboration and the future of UX.
Attendees of this conference ranged from content writers, product managers to marketing professionals and beyond. I chatted with folks there, and it was interesting to learn how people in different roles and companies prioritized different topics.
Purpose Before Action – Why you need a Design Language System
Designers from IBM opened this session by outlining the definitions…
What is a design system?
A design system is a library of standard, extensible components that create a consistent visual language paired with accompanied defined behaviors for each component. Components are individual elements that stem from the atomic design methodology. They can be used as building blocks to assemble a user interface to be used across multiple applications, devices, screen sizes, and mediums.
Material design is an example of how components are paired with design specifications, defined with expected behaviors and guiding principles on usage (see figures 1 – 3). From there, a design system uses these standard components to build patterns such as inputs, buttons, navigations, error states, etc.
Why do design systems matter?
Design systems create a unified experience across platforms, devices and enterprise suites of applications. They create a strong, extensible base through a modular approach using consistent components and defined…
We have all encountered intranets in our professional lives. Often, the intranet is where information goes to die and is forgotten. How do we break away from this pattern? Depending on whom you ask, some users may view the intranet as a tool to find HR Related information; others may use it to work collaboratively with a team who works remotely, and some will simply resist using it at all.
The road to overcoming common intranet missteps and misconceptions begins with a proper envisioning. We will discuss the process of envisioning a successful intranet, starting with a handful of factors: user and business stakeholder interviews, project requirements, documentation, and being mindful of the unique needs of your users as intranet solutions are not one-size-fits-all between companies—or even between departments within a single company.
The first group of people you are going…
In Angular, it’s very easy for a directive to call into a controller. Working in the other direction – that is, calling a directive function from the controller – is not quite as intuitive. In this blog post, I’ll show you an easy way for your controllers to call functions defined in your directives.
First, calling a controller function from a directive is straightforward. You simply define a “callback” function in the controller and pass it to the directive (using the ‘&’ symbol in the isolated scope definition). It’s then trivial for the directive to invoke the function, which calls into the controller. To put things in .NET terms, this is akin to a user control (the directive) raising an event, which the user control’s host (the controller) can handle.
For example, you may want your directive to call your controller when the…
I dislike visual clutter. Most people do. Perhaps they can’t articulate it. I know most of our clients say things like, “It looks too crowded,” if presented with something that strikes them that way. They don’t use the words “visual clutter” as we would in design parlance.
However, that idea of clutter-reduction has recently over-reached its bounds in the oft-cited and overused mantra of “flat design.” I’m all for simplifying, but there are some designers who take it too far, slashing and ripping out things that they claim help to simplify the UI to its bare essentials, but they’re only thinking one-dimensionally, pun intended.
When you’re a hands-on CEO, you want to get involved in every aspect of your company. Now, as UX Design becomes a differentiating factor for product and company visibility, CEOs are paying more attention to design, but some, like Yahoo!’s Marissa Mayer, are ham-handing it.
Print style sheets, should in theory, be simple. You strip out the complicated junk from your page, and format it a little better for a piece of paper. Right? Wrong. Print style sheets are a pain in the butt. They’re hard to debug, finicky depending on the browser, and downright annoying to get perfect.