Unum

Strategy & Concept + UX Design + Visual Design + Development

The Brief

Unum helps millions of people gain affordable access to disability, life, accident, critical illness, dental and vision benefits through the workplace – benefits that help them protect their families, their finances and their futures. They often engage with their customers during some of the most stressful times of their lives. A key objective for Unum is to make these touchpoints as simple and as streamlined as possible.

We worked with Unum Carlow to enhance the Unum Claims System. We set out to reduce the call time experienced by customers when filing their information through the creation of a more logical, simplified question path

The Solution

Working in collaboration with Unum Carlow, we conducted an onsite study and worked closely with the relevant stakeholders.

First, we brought the existing intake form back to its basic principles. We found sets of core questions that would help us to build a “dynamic question path.” Questions could be generated or triggered from previous questions, ensuring that only relevant questions would be presented to the customer.

Two other major changes were introduced to simplify and speed up claim submissions:

  • The ability for staff to enter notes directly into the system
  • The addition of a visible question dialogue to help the conversation with the caller

Results

Collectively, these efforts will not only improve the process and user experience but also drive strong efficiencies across the Contact Center and Customer & Benefit Solutions. Throughout 2016 and 2017, the team continued to incrementally deliver business value to internal employees and external customers.