Trends Report

Simplify Insurance Customer Journeys By Improving Search

Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action

June 24th, 2019
Jennifer Wise, null
Jennifer Wise
Jeffery Williams, null
Jeffery Williams
August du Pont, null
August du Pont
With contributors:
Aurelie L'Hostis , Benjamin Ensor , Mark Grannan , Piers Conway , Sam Bartlett


Our Forrester Industry Wave™ evaluations of insurance sites and apps often reveal that these sites miss key content, features, or functions that customers need to complete their goals. A common pitfall is a lack of an effective site- and appwide search. This brief explains why digital and design teams should include search capabilities on their secure websites and mobile apps and illustrates best practices from leading insurers.

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