Fair - Auto Insurance

InsureTech: Demystifying Extended Auto Warranties

We set out to reimagine the extended auto warranty industry by designing a platform that puts users first. By simplifying onboarding, offering transparent pricing, and allowing customizable coverage options, we made it easier for consumers to make informed, confident decisions. The result is a streamlined experience that builds trust and provides clarity.

Type

UX Research & Design Consultancy

Role

Team Leader
UX/UI Research & Design

Team

Elliot Kim, Sydney An, Tracy Lu (UX Designers)

Tools

Notion, Trello, Figma, Illustrator, Photoshop, Premier Pro

View early stage Prototype >

Intro

Fair asked us to increase trust for Millennial and Gen Z users.

Who Are Fair?

Fair are an insurtech startup thats aiming to revolutionise the Extended Auto Warranty (EAW) industry. Fair are using advanced large language model (LLM) technology to streamline quote retrieval and claims handling, enhancing the customer experience.

The Problem

Millennial and Gen Z users feel confused and overwhelmed when buying Extended Auto Warranties because they lack knowledge about what policies cover and the insurance risk assessment.

This leads to trust issues throughout the customer journey - from onboarding and plan selection through to claims handling.

What Is the business Impact?

Low Satisfaction

A lack of clarity of what is covered under the insurance agreement leads to frustration and surprise when claims are denied via exceptions in the terms and conditions.

Failed Conversions

Users decline Extended Auto Warranties due to hard sales tactics by car dealers. However, many users indicated they would have purchased coverage if the risks and costs had somehow been made clearer at the point of sale.

Opportunities

Simplify Onboarding Without Overwhelming Jargon

Approachable Information, Illustrations & Infographics

On Demand Overlays to Reveal Further Info

Dynamic Pricing with Customizable Plans

What Fair’s competitors dO

The point of sale for EAW's is typically in-person at a car dealership. Users report this a already a stressful experience with existing trust issues.

Competitors overwhelm users with irrelevant information without showing instant quotes.

Increase Transparency & Reduce Knowledge Gap

Provide Risks and Approximate Repair Costs to Empower Users to Make Informed Decisions.

What Fair’s competitors dO

Competitors don’t provide users with the risks of part failure or the costs if things go wrong. Users therefore find it impossible to understand the value proposition of the insurance contract.

Personalised Add-Ons

Extras as Individually Selectable Add-Ons, Making Basic Packages More Attractive to Price-Conscious Millennial & Gen Z Users.

What Fair’s competitors dO

Competitors bundle extras in fixed packages. These can provide little or no value to users who may have these services with other providers.

Misleading terminology confuses and tricks users into purchasing extras, contributing to the lack of trust.

How We Solved This

Our solution proposes an industry leading tool that enhanced trust amongst Millennial and Gen Z users by enabling them to make informed decisions when onboarding.

We improved communication, transparency and trust at onboarding which will lead to increased referrals, trust and satisfaction at each stage of the customer journey.

Outcome

We aimed this project to assist Fair's engineering roadmap over the next 1-2 years as they deploy and develop their initial product.

As a testament to the quality of our work Fair have already begun to implement some of our visual design patterns in their current website.

Design Process

Detail Ahead!