Insurance clients
We worked with Liberty Mutual to train their team on best practices in User Centered Design. The team then adopted our Enterprsie UX guidelines product - GUIguide to document, promote and validate corproate websites and application for consistency across the corporation.
GMAC Insurance made a major push into expanding their Auto Insurance business and called on CSS to help with this effort. Our team helped GMAC understand the unique needs of an online Quoting application for their demographic market and developed a UX strategy to guide the team toward a successful launch of their quoting website. We worked with a business process team to visualize the requirements and created wireframes and a working prototype as input into the functional and technical design process. Our team performed contextual inquiry and user studies in their call centers and field offices. Finally, we validated the design with usability testing and direct user feedback.
Progressive Insurance has been a customer experience leader in the property and casualty insurance market for many years. CSS has worked with Progressive since 1994 and assisted in the design of numerous internal and customer facing websites and applications. Our work involved detailed UX design for their call center customer service systems, claims systems, agent systems and underwriting risk assessment systems. Our training on usability and user experience over a period of more than 12 years helped solidify a robust usability practice and strong alignment of User Experience across the various business units. We also assisted in the establishment of a formal usability practice with internal usability testing labs. This knowledge was then shared across the corporation with GUIguide our enterprise best practices usability portal.
Blue Cross needed help improving the productivity and reducing call times in their call center while maintaining a high customer satisfaction level. CSS worked led the a redesign effort to dramatically reduce the number of screens needed to answer most customer calls and improve call center productivity. The success of this application led to additional projects where we improved call center productivity for claims processing and customer inquiries. Blue Cross also worked with CSS to train a large their developers and business analysts on the principles of Usability through our on-site seminars.
Chicago Title Insurance is a leading provider of title insurance within the USA. CSS was engaged to improve the productivity and usability of the software they provide to Title Agents in their offices throughout the USA. Our work involved greatly simplifying the number of screens required to process a title package and providing quick summary views for easy navigation. In addition we provided User Experience training to various teams within the company to build internal expertise for future application design initiatives.
Our consultants have worked on over 300 interface design projects for Global 2000 companies and software vendors.Our range of expertise includes software design for insurance, banking, financial services, manufacturing, logistics, government, retail, healthcare, software, technology, utilities and consumer web product companies. Due to NDA and client confidentiality around most of our projects, we do not share detailed work products on this or any other public websites.