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Putting customers first with 24/7 mobile connectivity.
NC Farm Bureau built its business around putting customers first. The security that comes from knowing an agent is there to help is especially important during big life events, like buying a new car or following an accident. These events invariably happen at odd hours when an agent may not be available. For Farm Bureau, that reality presented a real customer service opportunity. Our challenge was to develop a better tool to serve customers when and where they need help.
We chose Smashing Boxes because we liked their enthusiasm and felt that they possessed the creativity that we wanted to see in our new app.NC Farm Bureau Insurance
We started with one goal: make it easy for Farm Bureau customers to access their most essential insurance information 24/7. For a company that differentiates itself in a competitive market by the customer service it delivers, this was a simple but vital value add. We designed a tool that allows customers to view their agent information, provide digital proof of auto insurance and make payments in a few easy steps. The native application is tailored to the unique conventions of both iOS and Android—ensuring optimal usability and speed. The newest iteration adds functionality to make claims in-app, making the Farm Bureau customer experience even more seamless.
UX, Design, iOS, Android, API
The opportunity to take NC Farm Bureau mobile was our opportunity to reimagine the insurance claims and payments process. Rather than just skinning the web application for mobile, we tapped into the needs of each user type: agents, customer reps and most importantly, policyholders. And for each type of policy: auto and home. Interviews and testing played a big part in our Discovery process. While we treated them similarly, we discovered that incidents like an auto accident or a house flooding are different experiences—and they should be treated accordingly. Our UX recommendation came in the form of a clickable strategy canvas and highly-actionable competitive analysis. This interdisciplinary effort between design, strategy and key Farm Bureau stakeholders resulted in a clear design and development plan in only four weeks.
The experience design direction for NC Farm Bureau’s mobile app called for nearly a rebranding. We created a UI kit for both Android and iOS. Separate prototypes were created for each type of insurance. The experience of filing an auto or home claim is different. For us, that mean the forms we created were similar but not identical. In the final two weeks of the Discovery period, we focused on wireframing and UI so that our mobile team could get to work.
Putting customers first meant going mobile with iOS and Android to accommodate all devices. Our mobile solution mirrors much of the functionality of the web application. In phase one, we developed the most essential functions: the ability to access one’s insurance card and view an agent’s information in order to make payments and claims for home and auto policies. In the second phase of the project, we brought more functionality to the app. Farm Bureau customers could now access their account information and balance due. Even better, we made it possible to make or schedule payments. In the third phase, we’re making it possible to file a claim on the go via iOS or Android.
20% of buyers cite mobile claims as crucial in choosing an insurance provider.World Insurance Report, 2013