Click here to receive the First Quarter 2007 Auto Insurance Mind Model Study
Our Mind Model Analysis is a cross-section of one customer experience channel in one industry: automobile insurance. We compare the page elements and layouts of a carefully selected group of insurance company websites to create a composite website home page we call the Mind Model Representation (MMR). Analysis of the front door of a customer’s experience offers insight into user expectations from one side and a company’s focus and strategy on the other. It provides perspective on:
- Customer expectations
- Customer attraction and retention
- Industry-wide customer experience issues
The study analyzes:
- Content positioning and concentration (Impression Heat Maps)
- Element balance & distribution
- Overview analysis (Individual Heuristic Analysis)
- Usability ratings (6 key components)
Our First Quarter 2007 Auto Insurance Mind Model Study reveals
4 main issues auto insurance companies need to improve:
- Length and quality of the quote process
- Search feature standards
- Access to cross-cultural information
- Standardized page resolution
