Self-service usage review

This is the engagement we run when an insurer already offers self-service and still cannot explain why the contact centre absorbs the same jobs. It is not a software build. It is a structured look at live use of the app you already have.

Who it is for

Heads of claims, digital channels, and customer experience at conventional insurers and takaful operators in Malaysia. The typical client has a self-service app that can file a motor or medical claim, show an e-card, take a payment, or accept a simple endorsement — and a monthly report that shows starts without finishes.

We decline work where there is no live self-service channel yet. There is nothing to observe.

The result you receive

A written usage account, usually 18–30 pages, plus a two-hour findings session. The account names the tasks we watched, the screens where people stopped, the workarounds they used (screenshots to WhatsApp, a spouse completing the form, a call after the OTP), and a short ordered list of changes the claims and channel teams can actually make. We do not deliver a backlog of “ideas.” We deliver the sequence we would tackle if we sat on your floor.

Scope

Included

• A start-up briefing with the owners of the self-service screens and a claims supervisor
• Access review: which events you already capture, and which ones you only think you capture
• Observation of live journeys for four core tasks: first notification of loss, document or photo upload, policy change or endorsement, and payment or e-card retrieval
• Six to twelve policyholder sessions, recruited from people who already tried the app in the last quarter (you introduce; we moderate)
• Shadowing of the contact centre on the same tasks, to hear the sentences agents already use
• A findings session on your premises or by video, with the written account delivered the same week

Excluded

• Rewriting or recoding the app
• Purchasing advertising or “driving adoption”
• Mystery shopping of competitors unless you add it in writing
• Access to policyholder records beyond the journeys you authorise

Who does the work

A lead reviewer from Utilitybloom stays with the engagement from briefing to findings. A second reviewer joins the policyholder sessions and the contact-centre shadowing. We do not rotate a new face onto your floor each week.

How the weeks run

Week one is access, a screen-by-screen walkthrough on a staff handset, and agreement on the four tasks. Weeks two and three are observation and sessions. Week four is drafting. Weeks five and six (if needed) cover a second pass on a stubborn task — often photo upload on motor claims — and the findings session.

You will be asked to introduce us to people who already abandoned a task. Cold recruitment from the street is not part of this review.

Duration and place

Four weeks is enough when event logs exist and the contact centre can spare two supervisors. Six weeks is honest when logs are incomplete or the app behaves differently on Android and iOS. We work in your office for the briefing, at least two observation days, and the findings session. Remaining days can be remote from George Town.

Preparation

Before we arrive, send last quarter’s unfinished-task counts (even if they live in a spreadsheet), the current self-service screen list, and a named contact in claims who can sit with us. Do not prepare a slide show. We will ask to tap through the live app on the first morning.

Constraints

We need written permission to watch live journeys and to speak with policyholders you invite. If legal or information-security review will take a month, say so at enquiry; the calendar starts after clearance, not after the first call. Bahasa Malaysia and English are both used in sessions; we do not run Mandarin or Tamil sessions unless agreed in the letter of engagement.

Fee

From RM 12,400 for a four-task review at a single insurer, billed 50% on the start letter and 50% before the findings session. Travel beyond Penang is quoted separately. A second brand or a takaful window that uses different screens is a separate fee.

Next step

Write to the George Town desk with the self-service tasks that currently overflow onto the phone. We will tell you whether this full review is warranted or whether a narrower claims study would answer the question sooner.