Helvetia: Customer-centric experience for all platforms
Due to improving the usability, Helvetia’s new digital brand identity focuses consistently on the customers.
At a glance
- 01Website relaunchStrategic touchpoint of the customer journey
- 02Customer portalOptimal networking with customers
The challenge
The strategy 20.20 of the international insurance group aims at acting even more customer-centered, digital and agile. As a partner, we support Helvetia in the digital transformation of its online channels and create the base for a new and consistent customer experience. The digital appearance was redefined and a technically sophisticated customer portal was integrated into the website in order to address new customer groups and offer a better service for existing customers.
Sector
- Financial services, insurance
Disciplines
- Strategy
- Conception
- User Experience & Design
- Content
- Technical implementation (Frontend UI, AEM CMS)
- User Testing & Analytics
- Projekt management / Agile workflow
Milestones
- 2016: Website Relaunch
- 2017: Integrated customer portal
- 2017 to 2019: Support for further development of the website (.com and country pages) and the customer portal
Tech Stack
- Adobe Experience Manager
- Adobe Marketing Cloud (Analytics, Dynamic Tag Manager)
- Frontend (HTML, CSS, JS, React)
- Frontify
Services
- Full service
- Experience Platforms
- Digital Marketing
- Digital Strategy
Website relaunch
The website as a strategic touchpoint in the customer journey was revised in 2017 and consistently focuses on the users. The improved usability allows users to individually adapt offers and products. They are addressed according to their needs via product-related and editorial content.
The digitalization of the order process also means less manual processing effort - which has a positive effect on Helvetia's internal efficiency.
Our approach
Agile workflow
Concept
Research. Usability Testing
Design
Technology
Simple, clear, digital - and focusing on the customers
Concept
UX design
Customer portal
Following the relaunch of the brand presence, the task was to integrate a new customer portal for policyholders and pension fund policyholders into the website.
The degree of technical innovation in this project was extremely high. But in close cooperation, we took Helvetia to the next technological level.
unique users per week (Jan. 2019)
925.0+daily visits to the customer portal (Jan. 2019)
160.0+used by each visitor on average (Jan. 2019)
1.2services
Our approach
CMS
Business Analysis
Agile workflow
Interdisciplinarity
It gets personal – with the communication and the offers
UX design
Technical implementation
