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Synthesis
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Car
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Journey
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Bingle — Journey Map

Client: Bingle Car Insurance (Suncorp)

Project type:  Customer Research, Personas,  Customer Journey Map

The Challenge

Symplicit were engaged by Bingle to conduct research to build on the understanding of the customer’s experience as it relates to mobility, home and digital affinity — with the aim of creating tools & opportunity areas to enhance the customer experience into the future

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Research approach

  • 90-minute customer interviews discussing car insurance, home insurance digital experiences, and the Bingle journey​

  • Diary study across 5 days​

  • Opportunity prioritisation workshop​

  • Concept designs​

  • Creation of personas​

  • Creation of a CX journey map​

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Key deliverables

Creation of 4 personas, a detailed customer journey map, and insights which led to identifying 38 opportunity areas, insights relating to the ​home insurance market, and preparation of concepts for testing by the Bingle team

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My role

I led the design of the research phase of the project and undertook synthesis of customer interviews and diary study data. I also oversaw and worked on the creation of 4 persona types, the detailed CX Journey Map, and wrote the customer insights report

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Impact on the business

The Bingle team are implementing the priortised opportunity areas, and also asked Symplicit to conduct a follow-up project which looked at the repairer experience when customers made claims (Sep-Oct 2020)

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