A number of years ago we were responsible for developing the Santander Insurance ‘POD’ – an internal sales tool used by mortgage advisers and financial planning managers during their appointments with customers.
However, time passed and the functionality and content within the tool became out-dated. Alongside this need for a refresh, Santander had changed the way in which they wanted to talk about their insurance products overall.
We hosted a focus group of insurance advisers to analyse the old site and identify areas for improvement. This critical process meant we were able to develop new functionalities that would genuinely and thoughtfully help the users of the tool with their day-to-day responsibilities.
Through our project research and background knowledge we were able to develop a more cohesive user journey and navigation within the ‘POD’.
After the foundations were laid, we updated the overall look and feel of the tool and developed tools to help users to sell insurance more effectively. It now also functions as a customer education tool, helping them to have a better understanding of the options available before their meeting with a Santander representative.