SCI: Funeral Planning App
Our objective was to digitize the sales process, reduce contract rework and up-sell funeral or burial options through the app.
User Experience (UX), UI
January 2017, 2018
From strategy to wires to agile development with an offshore dev team I led the experience and design of the app over the course of a year.
It started with research and user interviews, to ride alongs with Sales Counsellors visiting families to help them plan their funeral. With this insight Infusion and SCI helped fund a proof of concept, minimalistic version of the app to test in field. The results after a few months were very positive so we began to design and build the real end to end experience.
User journeys are mapped out into a site map.
We define our happy-path and not so happy-paths, edge cases and errors. We started with wireframes and content IA (information architecture) evaluation which help drive where content appears and how the interactions will be ultimately informing the designs when moving doing into the UI portions.
Phased roll-out across North America
The sales counsellor will use the tablet application to walk the customer through the conversation, select options, examine protection options, and then have the client digitally sign the forms automatically generated before they are submitted through HMIS for approval. Such digitization is estimated to reduce the contract time from an average of 1-1/2 hours to ½ hour and further eliminate the cost of rework.
BEACON DIGITAL CONTRACTS
Eliminating rework means contracts being put into effect earlier resulting in additional revenue and profit.
If the customer decided to purchase a contract, it can take the counsellor another hour or so to hand write the contract requiring a total time on location of about three and a half hours. The counsellor would then return to the office location to enter the details of the contract into HMIS, scan signed documents, and finally process payment.
Naturally such a manual process is error prone, resulting in SCI and Assurant (the Insurance provider) to have a large amount of rework to contracts and required forms. If eliminated, could save both SCI and Assurant a large amount of money in terms of rework elimination and result in contracts being put into effect earlier resulting in additional revenue and profit.