Insurance

 

Guardian Life Insurance Company

Several key simplification initiatives turned complex insurance documents into a user-centered onboarding and service experience. View the case study.

  • Simplified Proposal System
  • Welcome Kit
  • Plain-language Whole Life Policies
  • Premium Notice Redesign & Messaging Simplification

Liberty Mutual

Simplification work that started in Personal Lines was extended to Commercial Insurance and Agency Markets, then codified in new brand standards and writing guidelines.

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Agency Markets Communications Architecture

Following a major shift in the company’s distribution process, led the strategy, design and content work to support a new communications architecture.

Billing and Correspondence Redesign

Strategy, architecture, iconography and templates for Personal Lines premium notices and correspondence.

Commercial Markets Communications Architecture

Strategy, architecture and designs for simplified Commercial Markets marketing materials.

Personal Lines Onboarding Experience

Strategy, content and designs for a print-on-demand Welcome Kit that replaced multiple, disparate communications.

Voice and Tone Guidelines

A comprehensive brand book documents the new design approach and also contains a “how-to” approach to plain-language writing.

State Farm

We partnered with the world’s largest Property/Casualty insurer in their enterprise-wide, multi-year initiative to consolidate and simplify service documentation.

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Forms Simplification

A new, simplified design system provided consistency for tens of thousands of forms maintained by the organization.

Correspondence Simplification

Created a consistent customer experience through clear, concise language and design templates covering hundreds of disparate letters generated by multiple systems.

Plain-Language Training

Hands-on training for multiple groups of content creators, including members of the Legal, Compliance and Regulatory teams.