How can we enhance Zego's mobile app to make policy management more intuitive for users?

Introduction

Enhancing Zego's mobile app to make policy management more intuitive for users is a critical challenge that directly impacts user satisfaction and retention. As we dive into this product improvement case, I'll focus on understanding our users' needs, identifying pain points in the current policy management process, and developing innovative solutions to streamline the experience.

Let's begin by clarifying some key aspects of the product and its context.

Step 1

Clarifying Questions (5 mins)

• Looking at the insurance industry landscape, I'm thinking Zego might be targeting a specific niche within the gig economy or commercial insurance space. Could you help me understand who our primary target users are and what types of policies they're typically managing through the app?

Why it matters: Determines the complexity of policies and user expectations Expected answer: Primarily gig economy workers (e.g., ride-share drivers, delivery personnel) managing flexible vehicle insurance policies Impact on approach: Would focus on simplifying complex policy structures and providing real-time coverage adjustments

• Considering the mobile-first approach, I'm curious about cross-platform usage patterns. Are users primarily managing their policies exclusively through the mobile app, or is there significant interaction with web interfaces or other channels?

Why it matters: Influences the scope of features and data synchronization needs Expected answer: 80% of policy management occurs through the mobile app, with occasional web usage for initial sign-up or complex changes Impact on approach: Would prioritize mobile-centric solutions while ensuring seamless cross-platform experiences

• Given the focus on making policy management more intuitive, I'm wondering about our current user engagement metrics. What are our key performance indicators for the app, and how do they compare to industry benchmarks?

Why it matters: Helps identify specific areas for improvement and set measurable goals Expected answer: Lower-than-average daily active users (DAU) and higher-than-desired customer support tickets related to policy management Impact on approach: Would focus on increasing user engagement and reducing friction in self-service policy management

• Considering the competitive landscape in insurtech, I'm interested in understanding Zego's unique value proposition. What key features or aspects of our policy management currently set us apart from competitors?

Why it matters: Ensures improvements align with and enhance our competitive advantage Expected answer: Real-time policy adjustments and usage-based pricing model Impact on approach: Would build upon these strengths while addressing any gaps in the user experience