Financial Services & Insurance

Customers shopping for a financial product — a loan, an insurance policy, an investment account — abandon at a higher rate than almost any other category. They start a quote. They get scared by what the form asks. They go to a comparison site. They never come back. Trust collapses faster online than offline, and most financial sites still don't realize it.

Friction points you'll recognize

• Quote and simulation flows that ask too much before showing any number — and lose users at the first long form
• Customers who start a policy purchase and abandon at the verification or document upload step
• Perceived lack of transparency that pushes users straight to aggregators and comparison sites
• Onboarding paperwork after subscription that arrives without context, feels bureaucratic, and increases churn
• Documentation language so dense it intimidates rather than informs
• AI chatbots deployed for support that handle the easy questions and frustrate users on the hard ones

What we test for you

• Quote and simulation flow, end to end — from landing page to displayed estimate
• Document upload and identity verification steps, where abandonment spikes
• Onboarding after subscription — first emails, first dashboard experience, first interaction
• Lifecycle communications: renewals, deadline reminders, claim notifications
• Trust signals across the journey: certifications, security indicators, real customer stories
• Chatbot and AI support quality — what questions they answer, where they break

What you receive

• A complete audit of your quote-to-purchase flow with drop-off points and likely causes
• An assessment of perceived transparency at each step of the journey
• A comparison with direct competitors and with aggregators competing for the same customers
• Recommendations on trust signals, form simplification, and lifecycle communications
• A review of AI support quality with specific improvement suggestions
• A 30-day follow-up session