Unlocking Growth Through UX: Covéa Insurance
"Hodgkinson McCambridge's strategic UX approach not only streamlined our re-platforming but also directly contributed to increased user engagement and business growth"
undergoing a major technical re-platforming without enough dedicated UX resources, user-centred design integration within the software development lifecycle, or even aligned stakeholder understanding of the importance of UX. This complex scenario threatened to hinder the re-platforming’s success and potentially leave users behind in the process.
With their sights set on a seamless and user-friendly digital experience, they needed a partner who could not only build a high-performing UX team but also deliver a user-centric culture within the organisation. That’s where Hodgkinson McCambridge stepped in to take on the challenge.
What followed was a transformative journey, filled with strategic hiring, innovative solutions, and collaborative teamwork. This case study delves into how we helped Covéa navigate their challenges, unlock growth potential, and ultimately create a digital experience that truly puts users first:
Built a high-performing UX team through strategic hiring, onboarding, and talent management, establishing UX, UI, UX Research & Insights, and Optimisation functions.
By researching common call drivers and developing intuitive digital-first solutions for self-service, we streamlined user journeys and empowered customers, resulting in £346,600 annual cost savings for Covéa’s call centre.
By implementing a cohesive design system, we standardised UI components, typography, and design language, enabling developers to work faster and more consistently.
Established a state-of-the-art in-house usability test lab, equipped with advanced recording and observation tools, to facilitate continuous user research and iterate on digital experiences based on real-time user feedback.
How we did it
Building a UX team at Covéa wasn’t just about pixels and code; it was about fundamentally transforming their approach to customers, integrating their voices and needs into every step of the digital journey.
We built a user testing lab equipped for real-time feedback, empowering Covéa to gather insights and iterate their digital experiences independently. This fostered a culture of continuous user-centricity.
We conducted user surveys and usability testing to understand user needs, behaviours, and pain points. User research findings directly informed design decisions and provided data-driven evidence for improved experiences.
Stakeholder workshops and collaborative design sprints ensured everyone understood user needs and integrated them into the SDLC. User personas and journey maps served as shared references, guiding decision-making.
We co-created a comprehensive design system with the development team, establishing a shared code repository and UI standards. Design thinking workshops facilitated collaboration and streamlined component creation.
Rapid prototyping allowed us to quickly test and iterate on new digital solutions with users, gaining early buy-in from stakeholders and ensuring relevance.
We tracked key metrics and fostered a user-centric culture, ensuring sustainable growth and empowering Covéa to evolve their digital experiences.
"Their understanding of our needs and their ability to deliver tangible results were invaluable"
Our strategic partnership with Covéa extended far beyond building a UX team. We fostered a user-centric culture, empowered their internal capabilities, and delivered significant business impact. From a streamlined development process to a user-first experience driving £346,600 annual savings, the results speak for themselves. Covéa now possesses a robust foundation for continuous user-centric growth, equipped with the expertise, processes, and tools to excel in the evolving digital landscape.