Award winning FinTech company

Customer Experience design

The Challenge

This company is disrupting the insurance sector by delivering outstanding customer experiences and serving customers to new high standards. Before they launched their new Pet Insurance, they asked PEN CX to help design the ideal insurance experience for cat and dog owners.

Our Approach

We used their existing corporate values to develop a set of design principles, then used them to build a differentiating customer journey which addresses pain points and moments of truth to exceed common customer expectations of an insurance company.

The Outcome

A consistently easy, fair and transparent experience delivered to customers of this business. Feedback from customer has been outstanding, demonstrated in part through an NPS score of 80+.

Client Testimonial

We’re delighted with their work - it’s been an invaluable component of our success so far. They understood our business and objectives to deliver exactly what we needed to a very high standard. I highly recommend them to anyone who needs help with customer experience.