Tryg

Tryg Insurance Company faced several significant challenges in their quest to enhance the user journey within their health care insurance services. The core issue was the fragmented user experience caused by the necessity for clients to navigate multiple platforms to access different services. This fragmentation not only complicated the process but also led to frustration and dissatisfaction among users, negatively impacting their overall perception of Tryg’s services.

1 Multiple Platforms and Inconsistencies: Clients were required to use various platforms for different needs, such as filing claims, viewing policy details, scheduling appointments, and accessing health records. This not only made the process cumbersome but also created a disjointed experience due to the lack of consistency in user interface (UI) and user experience (UX) across these platforms.

2 Complexity and User Confusion: The complexity of navigating through multiple systems introduced confusion among clients. They often found it challenging to locate the information or services they needed, leading to increased support calls and a higher level of user frustration. This complexity hindered the overall accessibility of Tryg’s health care insurance services.

3 Inefficient Communication Channels: The existing setup lacked efficient communication channels within the platforms, forcing clients to seek assistance through external means like phone calls or emails. This not only delayed resolution times but also added to the customer’s inconvenience, impacting their experience negatively.

4 Data Fragmentation and Accessibility: With client information and services scattered across multiple platforms, data fragmentation was a significant issue. This made it difficult for Tryg to provide a personalized and cohesive service experience, as accessing a comprehensive view of a client’s interactions and needs was challenging.

5 Lack of Engagement and Retention Features: The fragmented system did not support engagement and retention strategies effectively. There were limited capabilities for Tryg to implement features that could enhance customer engagement, such as personalized health tips, reminders for health check-ups, or rewards for healthy habits, which could have contributed to a more positive and engaging user experience.

To address these challenges, Tryg set the ambitious goal of consolidating the various services into a single, streamlined mobile app. This solution aimed to offer a seamless and intuitive user journey, significantly enhancing customer satisfaction and engagement. By doing so, Tryg hoped to not only improve the efficiency and accessibility of their health care insurance services but also to foster a stronger, more positive relationship with their clients, ultimately leading to higher retention rates and a better overall service perception.

The collaborative effort between our team and Tryg Insurance Company to conceptualize, develop, and launch a mobile app solution has culminated in a resounding success, demonstrably enhancing the way Tryg interacts with and serves its clients. Starting with a Proof of Concept (POC), we embarked on a journey to meticulously understand and refine the scope of the project, ensuring that every feature developed was aligned with the needs of Tryg’s clientele and the strategic goals of the company. This foundational phase was instrumental in setting a clear and effective direction for Tryg’s internal development team.

The comprehensive analysis of Tryg’s services and client needs led to the creation of a mobile app that stands as a testament to the power of user-centric design and technological innovation in transforming the insurance industry. By introducing features such as a digital health screening survey and a well-being barometer, the app has empowered Tryg’s clients with tools to actively engage in their health and wellness journey. These features, coupled with a catalog of all Tryg services and accessible health information, have significantly streamlined the user journey, providing a seamless and integrated experience.

The inclusion of a multidisciplinary team accessible through the app further enhanced the value proposition for Tryg’s clients, offering expert guidance and support for health and well-being issues at the touch of a button. This feature not only improved the efficiency of communication between Tryg and its clients but also deepened the trust and relationship Tryg has with its user base.