Zilveren Kruis

Zilveren Kruis

Your help when choosing health insurance

Your help when choosing health insurance

Taking out your health insurance is quite the task. Zilveren Kruis wants to simplify this process as much as possible for their customers. So they developed a conceptual conversational agent. A digital conversational decision aid that guides customers in simple steps though the process of taking out a suitable health insurance. A great concept, but are users able to use the new tool to their advantage? Together with our friends at Mr Koreander and Soda we helped Zilveren Kruis with the development of this conversational agent.

Taking out your health insurance is quite the task. Zilveren Kruis wants to simplify this process as much as possible for their customers. So they developed a conceptual conversational agent. A digital conversational decision aid that guides customers in simple steps though the process of taking out a suitable health insurance. A great concept, but are users able to use the new tool to their advantage? Together with our friends at Mr Koreander and Soda we helped Zilveren Kruis with the development of this conversational agent.

Development
2019

Methods used
Usability tests

Development
2018

Methods used
Observeren
Usability tests
Expert review

Development
2019

Methods used
Usability tests

How we got to work

How we got to work

How we got to work

How we got to work

We started with developing a realistic prototype in Invision and Landbot. Then we invited 6 users that have transferred to another health insurance company in the past 2 years. These users tested our concept by calculating the prize of the health insurance for their fictional family with the help of the conversational agent. While they were doing this, we looked at various aspects: could they independently get through the funnel? How did they experience this new way of interacting? How did they rate the personality of the conversational agent?

We started with developing a realistic prototype in Invision and Landbot. Then we invited 6 users that have transferred to another health insurance company in the past 2 years. These users tested our concept by calculating the prize of the health insurance for their fictional family with the help of the conversational agent. While they were doing this, we looked at various aspects: could they independently get through the funnel? How did they experience this new way of interacting? How did they rate the personality of the conversational agent?

We started with developing a realistic prototype in Invision and Landbot. Then we invited 6 users that have transferred to another health insurance company in the past 2 years. These users tested our concept by calculating the prize of the health insurance for their fictional family with the help of the conversational agent. While they were doing this, we looked at various aspects: could they independently get through the funnel? How did they experience this new way of interacting? How did they rate the personality of the conversational agent?

case_zk_photo01_01
case_zk_photo02_01

Slowly working towards conversational

Slowly working towards conversational

Samen interviewen

Slowly working towards conversational

Because we were involved early on in the process, we were able to gain a lot of knowledge about conversational interface. The user tests showed us that people really aren’t used to such a talkative website. This means that it is too early for Zilveren Kruis to implement a fully conversational first funnel. It did have some functions that users liked: the guiding experience, transparency and the helpful personality of the conversational agent.

Our advice to Zilveren Kruis? Use the conversational agent alongside your current funnel. Then, keep on researching, learning and iterating on repeat. Zilveren Kruis is currently developing this concept, with the use of the knowledge that they gained during the process with us. Not bad, right?

Because we were involved early on in the process, we were able to gain a lot of knowledge about conversational interface. The user tests showed us that people really aren’t used to such a talkative website. This means that it is too early for Zilveren Kruis to implement a fully conversational first funnel. It did have some functions that users liked: the guiding experience, transparency and the helpful personality of the conversational agent.

Our advice to Zilveren Kruis? Use the conversational agent alongside your current funnel. Then, keep on researching, learning and iterating on repeat. Zilveren Kruis is currently developing this concept, with the use of the knowledge that they gained during the process with us. Not bad, right?

Because we were involved early on in the process, we were able to gain a lot of knowledge about conversational interface. The user tests showed us that people really aren’t used to such a talkative website. This means that it is too early for Zilveren Kruis to implement a fully conversational first funnel. It did have some functions that users liked: the guiding experience, transparency and the helpful personality of the conversational agent.

Our advice to Zilveren Kruis? Use the conversational agent alongside your current funnel. Then, keep on researching, learning and iterating on repeat. Zilveren Kruis is currently developing this concept, with the use of the knowledge that they gained during the process with us. Not bad, right?

Because we were involved early on in the process, we were able to gain a lot of knowledge about conversational interface. The user tests showed us that people really aren’t used to such a talkative website. This means that it is too early for Zilveren Kruis to implement a fully conversational first funnel. It did have some functions that users liked: the guiding experience, transparency and the helpful personality of the conversational agent.

Our advice to Zilveren Kruis? Use the conversational agent alongside your current funnel. Then, keep on researching, learning and iterating on repeat. Zilveren Kruis is currently developing this concept, with the use of the knowledge that they gained during the process with us. Not bad, right?

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That’s us in a nutshell.
Do you want to know more?
Get in touch with Nadia.

+316 15667604
nadia@milkshake-research.nl

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Milkshake research
Fred. Roeskestraat 99
1073 EE Amsterdam
06 - 15 667 604
nadia@milkshake-research.nl

      

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