Aviva Connect

Contact centre design re-imagination

To transform the self-service experience for financial advisers and their teams by delivering a seamless, intuitive digital platform that enables efficient management of client policies while reducing reliance on telephony.

We conducted an in-depth analysis of speech, website, and call centre data, uncovering valuable insights and key performance metrics. This comprehensive review identified critical areas for potential design improvements. Additionally, we thoroughly assessed the existing adviser website, exploring opportunities to enhance the user experience. Based on our research, we developed new user flows aimed at reducing complexity for advisers and paraplanners, making the platform easier to navigate.

Through regular sessions with stakeholders, business leaders, data teams, and developers, we fostered diverse ideas and ensured mutual ownership of outcomes.

We created wireframed design concepts to bring the platforms to life, enabling Aviva to validate them with stakeholders across the business. Knowing the adviser audience from the research provided valuable insights, ensuring that the designs met their specific needs and expectations.

We rigorously tested our designs with advisers, gathering valuable feedback. Common themes emerged, which we refined and optimised within the final designs. The feedback from advisers was overwhelmingly positive, with many expressing confidence that the new design improvements and experience would significantly benefit them moving forward.

What was delivered...

Adviser Dashboard
We redesigned the adviser user journey to prioritise their most frequent needs and demands through a clear dashboard format. The dashboard provides updates on open claims, applications, transactions, and easy access to the knowledge base and communications centre.

Knowledge Base
We created a flexible, searchable, and logically structured library of guidance, tutorials, FAQs, and troubleshooting information. This landing page consolidates existing materials from sources like the platform wiki and videos, providing users with a centralised, easily searchable hub for valuable content.

Comms Centre
We streamlined frequent FA and Paraplanner interactions, ensuring confidence that actions and updates are recorded. The Comms Centre also provides transaction updates and serves as a convenient platform for marketing and testing new features.

First phase being a ‘one-way’ communication from Aviva to advisers with the ambition of a phase two and ‘two-way’ communication with advisers having
the feature of messaging Aviva direct.