Deep brand partnership to iteratively improve their digital presence
UX research & design, art direction, website, app, chatbot
Our five year partnership with health.com.au has seen us help usher the company from a scrappy startup, to a recently acquired industry leader. With their unique, approach to health insurance that focuses on customer and online experience over a brick and mortar presence – they need to be on top of their game. Here’s how we helped them.
From the start
Health.com.au’s original logo and brand communications was fit for a startup. From the start, we worked alongside their team to create a fresh, coherent brand that worked across a multitude of online and offline mediums. Health’s target market, in the early days, focussed around sports. Supporting this target market, we engaged in a multitude of sponsorships that were uniquely Australian and digitally fresh.
Almost before we knew it, we had left the ground.
Every customer gets their own personal assistant
That wasn’t enough though. We wanted to go one step further and give each customer direct access to an assistant for their health. By carefully studying the support centre together, we’ve been able to create a chatbot that acts as a customer service agent.
Although in its early stages, Heath has already proven himself to improve both sales and the customer experience. He gets smarter every day.
Director / Developer
They are accessible
An entirely digital brand needs a website that is functional, beautiful, and user friendly. To achieve this vision we completely overhauled their marketing site, including a re-design of the quoting and signup experience. Our overhaul of the design and user experience resulted in a noticeable uptake in signups – a 2000% increase on mobile alone.
They have a great customer experience
Through our research with the customer experience team we noted that there were a handful of requests customers frequently called for – making claims, checking limits and checking product information. In order to streamline support and provide a better experience, we created an app that targeted these tasks and kept information only a tap away.
We continue to evolve
We’re constantly exploring new ways to improve the customer experience, open new sales channels and create more efficiency within the health.com.au business. On top of that, we now understand health insurance like the back of our hands.