Project Overview
The new MyAviva app brings together access to the products and services that help customers protect their life, their health, their loved ones, their future and their possessions in one helpful, secure and easy-to-use place - MyAviva app ‘all your policies in your pocket'.
The app also gives customers access to functions specific for mobile devices and a wealth of special offers and rewards, including a free hot drink and exclusive rugby news and highlights.
Organisation
Team
Natasha Felmingham, Geoff Allard, Peter Nobbs (Marketing Product Owners)
Jenny Calderbank, Anthony Skelton (Scrum Masters)
Carrie Puttock (Business Analyst)
Ross Gilbert, Jake Henning (Software Engineers)
Jason Steele (Solution Designer)
Gail Morley,Ben Norris (UX and Creative Design)
Project Brief
The project brief was to create a single, mobile point of access for Aviva UK Customers to access their policy details, Aviva product information, Aviva service information and other Aviva mobile value add services.
To be innovative, bold and different. To utilise new technology to create a well rounded customer proposition which complimented Aviva's other digital offerings. The app was to give Aviva the opportunity to be there when customers needed them and to use the native phone functionality to develop new innovative insurance propositions to help customers.
To work collaboratively together using agile methodology to create an app which met the project brief, on time, in budget.
Project Need
The team developed the core proposition – allowing people to access their policy details in one place with one simple login. But they saw the opportunities through mobile technology to enhance the customer proposition, meet and exceed customer needs in ‘out and about’ scenarios.
This included new functionality:
Xchange
• A unique way to help customers when they have an accident.
• Most people don’t have their car insurance details to hand when they have an accident. But they often have their mobile phone.
• Xchange is a quick and easy way for a customer to text or email their policy details to someone if they should be involved in an accident.
• The third party then receives this information along with the Aviva claims phone number.
Life Price Estimator
• Too few people have Life insurance because it is perceived as costly and complicated. This tool helps people get familiar with a product they may otherwise ignore.
• Life price estimator uses key factors to give an indicative life quote quickly and simply.
Advantages
• ‘Advantages’ gives customers a way of benefitting from being with Aviva, through various discounts and offers.
• The first 40,000 customers to download and use the app get a free hot drink at Café Nero – using the phone to redeem the offer – this is a Thank You from Aviva.
• Exclusive Rugby videos (including powerful behind the scenes footage).
User Experience
The MyAviva app is the first app of this nature in UK insurance market with some unique features.
There were lots of user experience and design challenges that needed to be overcome:
• How could the breadth of functionality the app offered, be displayed and accessed easily on small screen devices ? The UX and design teams came up with a carousel concept to showcase what the app could do.
• Research showed that upfront registrations on apps were a big turnoff for people. As a result, the concept of ‘a generic’ homepage was designed, to show what the app could do, that didn’t require log in.
• The app had to be easy to use, so the design included the following features:
1. Customers set up a 5 digit pin which they use for subsequent logins after registering.
2. Existing data is utilised to fill forms and to ensure customers get any relevant discounts.
3. Buttons and sliders make the life price estimator easy to use.
4. Click to call phone numbers.
• Customer can set up reminders for their policy renewal dates via a very simple and easy to use reminder function in the app which links to the phones calendar.
• Sharing useful content in the app was a requirement. One area was short videos of rugby highlights.
Project Marketing
The application is being marketed in several ways including social networks, websites and customer ezine.
The IOS version of the application was launched live at the beginning of May 2014 and the Android version of the application was launched at the beginning of June 2014.
Using the MyAviva app, customers will be able to perform a range of actions, wherever they are:
• View all their policies in one place.
• Check the value of their pension or bond.
• Access Aviva Advantages, Aviva’s exclusive selection of special offers and rewards.
• Access the new Aviva Life cover estimator tool.
• Make a claim.
• Renew car and home insurance.
• Easily exchange policy details after a car accident.
• Access loyalty discounts on a range of Aviva products.
• Setting renewal reminders in the phone.
• Pre filling quotes with personal details.
• Rugby highlights.
The plan is to introduce a pipeline of innovations through an ongoing agile delivery based on customer feedback about what they would find most useful in the next phase.
Project Privacy
The MyAviva app uses the same authentication and authorisation API as the MyAviva Customer Portal. Following registration, there is a simple pin login and data is held in memory rather than on the device.
Financial Information & Tools
This category relates to applications that provide financial information and tools.
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