Improvements to the onboarding experience

We’ve listened to customer feedback to improve our onboarding experience. Let’s look at the improvements we’ve made.

Jack is now 7 months old! We’ve processed over 250 quotes and arranged insurance for 85 businesses, most of which are freelance designers and developers.

As we grow we’ve been paying attention to how we can improve the onboarding process. Jack is a work in progress. It’s our customers that are helping to shape us.

While the ultimate goal is to deliver quotes and cover instantly, our current process looks like this:

  1. You submit your details via our quote engine
  2. Jack emails you a breakdown of your quote
  3. You answer your risk questions
  4. Jack sends you your policy documents

When we launched we invested our resources into the quote system. Now we’ve turned our attention to step three—the risk questions.

This is the final part of the process and is to check your business is insurable. That you implement good practices like obtaining licenses for images you use, you haven’t had any claims. That kind of thing.

Just after launch we threw together a form to collect this information. The form did the job, but there was room for improvement.

Here’s how the form originally looked:

It caused confusion amongst some people.

Is this the final step? Am I committed to buying insurance? How do I pay?

These were common questions we received when people moved onto this part of the process.

Taking the above points into consideration, the form now looks like this:

The call to action is clearer, too.

Jack’s direction is informed by the feedback we receive from customers. Developing relationships with our customers is something that appeals strongly to me.

Some customers go through the above process without opening dialogue with us—and that’s fine. Other customers, however, want to get involved and have been instrumental in making Jack better.

There’s still a lot of improvements to be made, but this is another step in the right direction.

If you’re a freelancer or creative professional—and if helping to shape an insurance company appeals to you—use Jack to arrange your insurance. We’d be delighted to have you onboard!

We asked ourselves one important question…

What do we want out of an insurance provider?

With Jack is the answer