what metrics would you use to evaluate naked insurance's customer self-service portal?

Introduction

Evaluating the success of Naked Insurance's customer self-service portal requires a comprehensive approach to product metrics. To address this challenge effectively, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Naked Insurance's customer self-service portal is a digital platform designed to empower policyholders to manage their insurance needs independently. Key stakeholders include policyholders seeking convenience, customer service representatives aiming for efficiency, and the company's leadership focused on cost reduction and customer satisfaction.

The user flow typically involves logging in, navigating through policy information, making changes or updates, filing claims, and accessing support resources. At each step, users interact with intuitive interfaces to complete tasks that traditionally required agent assistance.

This portal aligns with Naked Insurance's broader strategy of leveraging technology to streamline operations and enhance customer experience. Compared to competitors, Naked's portal likely emphasizes simplicity and transparency, reflecting the company's core values.

As a software product, the portal is likely built on a modern tech stack, integrating with Naked's core insurance systems and potentially third-party services for features like payment processing or identity verification.

In terms of product lifecycle, the self-service portal is probably in the growth or maturity stage, depending on how long it has been available and its adoption rate among customers.