Case Study
Tech + Textiles
How can an iOS application enable individual personalization at mass manufacturing scale? That's the power of technology.
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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
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.
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.
How can an iOS application enable individual personalization at mass manufacturing scale? That's the power of technology.
View Case Study