The Case of the Lost Insurance Customers

With crowdtesting, an insurance company discovers that the new UI was the cause of losing customers.

 

The Context

As with any other insurance company, a software solution is crucial to running the business. It allows them to implement core processes like policy forms, billing, customer data, and coordinating with third parties.

A company that manages both types of insurance, life insurance and non-life insurance, needed to work on a new integration for its claim management system.  This change made them redesign the workers’ compensation insurance flow for proper data management.

For this implementation, the company added more overlays to the existing flow so they could gather all information needed for the new claim system.

In-house, the company conducted integration testing that delivered positive results so they launched the app with a brand-new User Interface (UI).

 The Problem

After the update, the insurance company experienced a significant loss of customers without receiving complaints about their services or even negative reviews reporting issues with the app.

The dev team tested all claims rules and the integrity of transferring data to all sub-systems as well as the new steps on the flow and nothing seemed to be odd.

However, since the loss of customers was happening after the recent update and the data integrity was not an issue, they decided to test the new UI with real people.

But not just any people, they needed those who understand the insurance industry and what these services entail!

 

The Solution

The best software testing solution to get feedback from real people is manual mobile app testing so they run a test with the crowd. However, when it comes to specific industries, knowledge of insurance was key for this testing!

To tackle such specificity, testers were targeted based on their insurance knowledge and testing experience on similar projects. This always guarantees the success and efficiency of a domain-specific test since testers would have enough understanding of the product to test the different features individually and in interaction with other features, addressing the processes underneath every step taken on a specific flow.

This segmentation of testers added to professional reports, the value of feedback based on domain knowledge which stands out from generic manual testing.

After only 24 hours of testing on both iOS and Android devices, the results showed that the stacked overlays in the new UI were the issue.

 

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