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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

Focus: Customer Experience

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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