Aiming for a smooth customer experience
When the users’ needs and premise are properly taken into account in the service, finding the necessary information is easy and you can monitor the progress of your case without having to contact customer service.
A smooth customer experience not only makes using the service enjoyable, but it also frees up the resources of the customer service representatives for more demanding help desk work, when customers can check the basics through the online service. Getting customers to switch to online services also brings cost savings.
With these goals in mind, we set out to improve the online customer experience for the application process of working-age rehabilitation and pensions together with Varma.