How an insurance self-service review runs

An engagement is a short season on your floor, not a retainer. This page is the calendar we follow for the flagship self-service usage review. Narrower studies skip the weeks that do not apply.

Before anyone travels

You send a start letter, the current screen list, and last quarter’s unfinished-task counts. Legal and information-security clearance for policyholder sessions sits with you. We do not begin observation while that letter is still circulating.

Aisha or Wei Liang will telephone the named claims contact to confirm a staff handset, a meeting room, and two hours on the first morning. If the handset is a demo build that does not match production, say so. We have wasted a day on that before.

Week one — walkthrough and access

We tap every live self-service task on the production app, on Android and iOS if both exist. We list the events you already store and the ones you only describe in conversation. The output of week one is a one-page task list you sign: these four journeys, these exclusions.

Weeks two and three — watching the work

Observation days sit with claims and the contact centre. Policyholder sessions — six to twelve people you invite — run in Bahasa Malaysia or English. We do not record faces. We do record, with consent, the sequence of taps and the sentences people use when they are stuck.

If a session reveals that the painful step is a workshop photo at night, we schedule extra sittings at that hour rather than padding the sample with convenient office-hour volunteers.

Week four — writing

The account is drafted in George Town. You will not receive a mid-week slide. You will receive questions if a number in your extract does not match what we saw on the floor.

Findings session

Two hours, on your premises when we can, with claims, channels, and the people who can edit a screen. We read the ordered list aloud. Argument is expected. The written account is left in the room that afternoon.

After we leave

There is no software to log into. If you want a briefing day three months later so a new shift can read the same extract, that is a separate booking. Many clients never book it; the monthly Thursday meeting they start themselves is the better habit.