Case Study
Business objective:
Consolidate portfolio, increasing retention rate.
Category:
Services (insurance)
Our method:
The journey helped us understand where the pain points were, at each step, that made people drop out.
Results:
There is no firm belief in or clear perspective over health insurance. People mistake it for medical subscriptions, thus setting false expectations. Consequently, when they cannot see an immediate result of their contribution, they tend to drop off.
Strategy suggestion:
Show immediate results, to keep them engaged in contributing long-term (paying for a service with no benefits).
Flexibility is important in offering emotional support in stressful situations.