Insurance carrier reduces call center volume by [i]30%[/i]
Texas Mutual rebuilt its website and policyholder portal around the people who use them.
The challenge
The challenge
The challenge
The challenge
The challenge
The largest workers' comp insurer in Texas had thousands of pages that [i]pushed people to the phone[/i].
The largest workers' comp insurer in Texas had thousands of pages that [i]pushed people to the phone[/i].
The largest workers' comp insurer in Texas had thousands of pages that [i]pushed people to the phone[/i].
The largest workers' comp insurer in Texas had thousands of pages that [i]pushed people to the phone[/i].
The largest workers' comp insurer in Texas had thousands of pages that [i]pushed people to the phone[/i].
Texas Mutual serves 80,000+ policyholders covering 1.5M Texas workers. They wanted a digital experience that drives growth, lifts retention and lets customers serve themselves.
Prospect abandonment
Prospect abandonment
Prospect abandonment
Prospect abandonment
Prospect abandonment
Thousands of pieces of content with little navigation overwhelmed prospects and drove high abandonment.
Avoidable calls
Avoidable calls
Avoidable calls
Avoidable calls
Avoidable calls
Poor UX sent customers to the call center for answers the website had but buried.
Diverse personas
Diverse personas
Diverse personas
Diverse personas
Diverse personas
Each persona arrived with different goals, which made an intuitive content structure hard to build.
UX leadership gap
UX leadership gap
UX leadership gap
UX leadership gap
UX leadership gap
The internal team needed experienced UX strategists to guide the work and upskill them.
The vision for Texas Mutual
The vision for Texas Mutual
The vision for Texas Mutual
The vision for Texas Mutual
The vision for Texas Mutual
Texas Mutual wanted a persona-based experience designed around each customer's common tasks, goals and pain points to reduce customer service calls, with navigation that puts the most-used actions first and thousands of articles structured to surface the right content at the right time, to the right person.
What Praxent did
What Praxent did
What Praxent did
What Praxent did
What Praxent did
An experience rebuilt around six personas
An experience rebuilt around six personas
An experience rebuilt around six personas
An experience rebuilt around six personas
An experience rebuilt around six personas
Praxent ran over 50 user surveys and interviews, mapped each persona's journey and fixed the moments that drove calls and abandonment first.
Six personas defined from 50+ surveys and interviews
Six personas defined from 50+ surveys and interviews
Six personas defined from 50+ surveys and interviews
Six personas defined from 50+ surveys and interviews
Six personas defined from 50+ surveys and interviews
Journey maps that targeted the highest-value fixes
Journey maps that targeted the highest-value fixes
Journey maps that targeted the highest-value fixes
Journey maps that targeted the highest-value fixes
Journey maps that targeted the highest-value fixes
Content matched to each persona and stage of the journey
Content matched to each persona and stage of the journey
Content matched to each persona and stage of the journey
Content matched to each persona and stage of the journey
Content matched to each persona and stage of the journey
Navigation and dashboards organized by persona
Navigation and dashboards organized by persona
Navigation and dashboards organized by persona
Navigation and dashboards organized by persona
Navigation and dashboards organized by persona
Praxent also trained Texas Mutual's UX team, which now improves the customer experience on its own.
The results
The results
The results
The results
The results
Fewer calls, faster growth
Fewer calls, faster growth
Fewer calls, faster growth
Fewer calls, faster growth
Fewer calls, faster growth
More policyholders now serve themselves online. Call center volume fell 30%, NPS reached 80 and policyholder growth jumped to 11% year over year, up from 1% the year before.
Texas Mutual also won Insurance Business America's 5-Star Workers' Comp award.
Since working with Praxent, more users can access the self-service, and call rates have decreased, signifying an improved UX. Praxent trained us well and gave us all the skills needed to succeed. The internal UX team is now skilled enough to improve CX independently. Praxent's team was friendly and easy to work with. They're highly recommended.
