ZAB. x HARDE KERN
In collaboration with Diederick van Peperstraten
‘ZAB.’, a fictional car and contents insurance created as a case by our study, asked Harde Kern to help become a fully digital insurance while delivering a personal feel to their millennial customers. ‘ZAB.’ wanted us to focus on the User Experience.
Research
By mapping the customer experience of ZAB’s competition, conducting interviews and watching the target audience use similar services, we concluded the following:
1. The process of handing in an insurance claim is too vague for the user because it’s too complicated and there is too little insight of the process.
2. The user wants direct help if needed and someone to talk to.
Baz.
Baz is your personal assistant who's always there to help you out. Do you have a question? Just click on Baz his head and he’ll be happy to be of service. Of course some people just don’t need help. That’s why Baz only starts talking to you when you’ve asked for him.
Prototype
We quickly made a working prototype in Figma. We tested our concept with the target audience and had multiple usability tests. Due to the small amount of time we had, we decided to mainly focus on usability testing and put minimal time in visual design.
Illustrations of 'Baz' made by Diederick van Peperstraten
