RYAN GACHET
For four years, I served as the Director of User Experience for Liberty Mutual’s Independent Agent portfolio, which represents half of the company’s overall revenue. In this role, I partnered closely with business leaders to align design strategy with high-impact business objectives, ensuring our team focused on initiatives that drove measurable value for the Independent Agent channel. Under my leadership, the UX organization evolved into a key strategic partner, improving agent efficiency and enhancing the overall customer experience.
Book Transfer
Year over year growth
By focusing on an omni-channel approach to on-boarding prospective customers, Safeco was able to drive year-over-year growth and increase customer satisfaction.
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Results
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Increase from $168 million to $250 million in new business revenue generated between 2018 to 2019
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48% click-through rate driven by our omni-channel on-boarding experience
Manage My Account
Digitally Enabling Customers
A main focus area for Safeco is digitally enabling our customers. To do this, we focused heavily on the Manage My Account experiences. We not only changed the account creation and eSignature process, but also enabled a number of self-service transactions negating the need to call support or their Agent for assistance.
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Results
Achieved an >80% eSignature completion rate
40% increase in online transaction in 2019
Transactional NPS score increased 6.3 to 7.6
Agent Portal
Driving Agent Engagement
In order to drive Agent engagement through customized and targeted content and offerings, Safeco needed to redesign their Agent Portal experience. To achieve these goals we focused on modernizing the overall experience from layouts to content.
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Results
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Product and Specialty offerings page views increased by 24%
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Reduction of 200 calls to agency services per day, equaling a reduction in 5 FTE headcount needed to support incoming requests
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+13,000 new business policies increase from previous year