Prudential's Service Center
Prudential 2016 - 2019

How do we create a holistic service experience that decreases call volume while driving repeat online engagement?

With a lofty goal in mind to reduce call volume costs, we set out to create a robust online service experience. This enhanced experience would create alerts and notifications, status trackers, discovering important documents quickly and create many repeat drivers for our authenticated experience.
Product Team
  • UX
  • UI
  • Product
  • Developers
MY ROLE
  • Research
  • UX / UI Design
  • Usability Testing
  • Design Specs
DELIVERABLES
  • Interview Screener
  • Research Interview Script
  • Research Reports
  • Sketches
  • Prototypes
  • Design Documentation
TOOLS USED
  • Illustrator
  • Photoshop
  • Invision
  • Google Forms
  • Pen & Paper
PROCESS
  • Planning
  • Design
  • Testing
  • Design Documentation
  • Iteration
BACKGROUND: Call volume is Increasing. how do we leverage online capabilities to decrease call volume?
In another of many firsts for Prudential, we set out to create a robust servicing capability. We began by launching notifications and alerts, status trackers, single unified areas where customers can access all of their important documents, contact numbers, transactions and other essential communication with Prudential.

Impact
  • Increased average time on page by 56%