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
JW
Jennifer Wise
JW
Jeffery Williams
AP
August du Pont
With contributors:
Aurelie L'Hostis , Benjamin Ensor , Mark Grannan , Piers Conway , Sam Bartlett

Summary

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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