In Insurance customer Experience is the product
Five Personas
Millennial generation / Startup
•My situation/ business is unique.
•I need to tell you about it to make you understand and factor it into my quote/claim.
The Veteran
•This is not my first rodeo. I have purchased for many years.
•I know exactly what coverage I need/want and roughly what I should pay.
The Trigger buyer
•I need insurance, like yesterday.
•As long as price is not outrageous, I'm buying.
The Average Joe
•I know I need it, and I somewhat understand it.
•I just want to make sure I am not overpaying and fully covered.
The Delegator
•I want an agent to do it for me. The process gives me a headache and I don't have time.
•I know I'm paying something extra for the agent service and frankly I'm fine with that knowing he'll do a better job than I could.