Thesis Statement:

Studying the existing module and re-designing Customer Support Module on the website, to increase the visibility of module simultaneously decreasing the call load on the call centre, making the processes digital, through user centric processes.

HDFC ERGO General Insurance Company Ltd. is a joint venture between HDFC Ltd., India’s premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. The Company offers complete range of general insurance products ranging from Motor, Health, Travel, Home and Personal Accident in the retail space and customized products like Property, Marine and Liability Insurance in the corporate space.

Re-Imagining of Customer Support Journey using Design Thinking and User experience processes was the core of the project. User Experience Design is concerned with creating products, which are desired by users, giving them satisfaction of usability. It is the process related to the experience, that user is involved in while handling the product.

User Centric Design is a process in which the users and their needs are given preferences. In this process existing HDFC Ergo customers were involved to perform various tasks which helped in research and design techniques to arrive to a highly usable and accessible solution, keeping in mind the constraints laid out.

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