Hedvig

Hedvig is one of the most promising new startups in Sweden. They are an insurance company with over 100 000+ members, a 4.7 rating on over 2500+ reviews, and take enormous pride in advertising themselves as a company with excellent customer service and efficient processes. It is an app-only product which perfectly caters to the modern city-millennials. 

Our task for Hedvig was to create a solution for their up selling and cross selling. We needed to find space within the app where the client, whether member or not, would be able to see what options they could be offered and what types of insurances they could buy. 

The responsibilities I took during this project as a Project Manager was to ensure the productivity and well-being of the team. I did this by creating a schedule where we could collaborate on what we felt needed to be done at which time, making time for conversations about both practical work and psychological needs for the best possible outcome in terms of delivery, and enabling everyone to feel like it was a space for both work and pleasure.

We didn’t know each other before we started this project together, so the first thing I did for our initiation of the process was to plan a full day where we just had fun. We got to know each other more, which allowed us to be more truthful and made it easier to have difficult conversations about processes, preferred ways of working and similar. 

Our delivery as a team was a personified solution for their new cross and up selling services. For the cross selling, we allowed members to browse through insurances by adding a new “browse” tab, and integrating it on home pages for non-members as well. This way, you are able to scroll through your options and can compare them to other insurances on your own before ever making a purchase.

Through both qualitative and quantitative studies, we discovered that most people buy their insurance with one company and then they don’t change that. With this new tab, we wanted to create trust and a feeling of comfort before committing to something you probably would keep for a long time. 

A fun way we elaborated further on the trust part was to personify the relationship between customer and client. We did this by asking the user what names they had for each item they wanted to insure, and then send out push notifications for that specific type of item. Above is an example of a notification for a customer with a car insurance. 

We created the possibility of up selling by creating options for the member to always have a clear vision on what their current coverage includes, and what can easily be added to fit their needs best. With this, you can always add and remove what you want to be included in your coverage to adjust your insurance for whatever you want at the moment.

This was a Hyper Island brief in collaboration with Svetlana Kostsova, Frida Krafft, Ayaan Guled and Malén Gall.