Over 1.2 million people are doing money, the John Lewis way
Reduced operational costs and help desk calls by 71% - John Lewis Money
My role
Lead Product Designer
Year
June → May 2022
Industry
Insurance (B2C)
Overview
John Lewis Money helps users create their perfect home insurance policy for their specific needs to whatever may come.
The challenge was to help users make safe and convenient changes online to their data on the policies, without having to call the help desk, thus saving a lot of time and reducing JLP operational costs.
As Lead Product Designer I helped shape the product vision by redesigning some components of the JLP Mono design system and creating new key features.
I worked as a Senior Consultant in the Deloitte Digital cross-functional team.
Main challenge - persuade stakeholders to invest in user research
Main achievement - managed to introduce user research
Achievements
4,5
years since the app is live with 4 new journeys
100k+
policies sold by now
3k+
policy renewals with a 48% retention rate by May 2022
71%
less help desk calls
Key outcomes
We reduced Helpdesk calls by 71%.
We reduced operational costs by ~34% (estimation).
By May 2022, JLP sold 19.000+ policies and 100.000+ by 2024.
By May 2022, 3.000+ policy renewals with a retention rate of 48%.
Problem statement
"How Might We help users make safe and convenient changes online to their data on the policies, without having to call the help desk, thus saving a lot of their time and reducing JLP operational costs?"
Solution
Previously users could only change details of their policy by calling the Helpdesk. At certain time intervals only.
Now they can adjust their policy details by themselves online anytime, thanks to the newly created Mid-Term Adjustments journeys. Convenient, secure and fast.
