Reports

This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their home/renter’s insurance company.

KLI’s intent in creating this third-party syndicated report is to:

1. Provide consumer-driven data to help guide insurance companies as they prioritize features to implement. This guidance will be based on the results of a current consumer survey.

2. Summarize how the insurance companies differentiate themselves from their competitors through the capabilities and features that they offer.

Read the overview: Home/Renter’s Insurance Mobile Competitive Index Overview PDF

METHODOLOGY

To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of the insurance sites and applications. User ratings are determined by a consumer survey and card sort.

Our review of the primary mobile properties includes a full verification of the insurance companies’ capabilities. The unmodified score represents feature coverage or the company’s offerings by category. This is a binary evaluation reflecting the possession of certain criteria.

HOW WE INCORPORATED USER FEEDBACK

KLI conducted a consumer survey and card sort (n=500) to gather feedback about how customers prioritized features when using a home/renter’s insurance company’s mobile property. Individual feature scores were then weighed by their value to customers. The goal is to provide a metric of relative importance so that the highest-scoring company is also the one providing customers’ desired features.

SUMMARY OF CAPABILITIES AND FEATURES TO BE ASSESSED

• Secure Log In Process
• Access Policy Info
• Account Settings/Management
• Bill Payment
• Get Quote
• Claims
• Alerts
• Help/Self Service
• Locate an Agent
• App Interface
• Customer Support
• Social Media

THE UX OF HOMEOWNERS’ INSURANCE:

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