Owners are taking out pet insurance more than ever. The pet insurance market has heated up as new service providers have entered the competition.
LocalTapiola General Mutual Insurance Company looks to build services that meet the changing needs and wishes of customers. In early 2019, LocalTapiola began to survey the concerns and needs of pet insurance customers in particular, as well as whether they felt their pet insurance’s cover was good enough.
Service design based on vision
Customers reported their major concerns being pet health, increasing vet costs and the availability of health services. In addition, customers strongly felt that a high excess for vet expenses was problematic.
The LocalTapiola HealthHelp service offered to medical expense insurance customers had previously yielded positive results. HealthHelp is a mobile application that provides help quickly and easily in health-related matters and can direct customers to the correct professional, if necessary.
Could a similar service be offered to pet owners?
Together with LocalTapiola, we started to investigate how an equivalent virtual service could work for pet owners. Solia service designers helped determine the customer values for the new solution and create the customer story.
A service pilot was launched based on the joint design with real customers of regional LocalTapiola offices to obtain data of the customer experience in addition to the qualitative vision. Experiences from the pilot enabled the user experience to be streamlined, making ease of use a value proposition for the whole service.