0203 507 0033
0833 757 0134CET
About CET
- Sector:
- Insurance
- Company size:
- 500-1,000
CET is a leading InsurTech business in the UK, with a technology-led claims solution platform that helps insurers deliver a seamless service to their customers. CET handles more than four million policies, covering one in eight properties in the UK. But it also carries out underground services, site investigation & monitoring, restoration, and property repairs, following catastrophic events.
The company uses real-time customer and policy data to assess and validate potential insurance claims and accesses a network of 3,000 specialist and accredited engineers, across the UK and Northern Ireland, to facilitate emergency repairs. CET teams manage all communications with the insurers’ customers, in addition to handling quality control and settling financial arrangements. The firm typically carries out +400 jobs a day – but this rises to over 1,000 jobs a day during peak periods.
The challenge
Technology was one of the main drivers of CET’s acquisition by HomeServe UK, they had successfully designed and built a product to manage home emergency, drainage, and subsidence repair jobs called SIMPLIFi.
Key to the success of CET has been engaging 1000s of independent contractors to complete these jobs. However contractors have the choice to work for a larger number of companies in this industry. So the challenge was to make the SIMPLIFi application so enjoyable and easy to use that these highly skilled contractors would prefer to work for CET ahead of their competitors.
The solution
CET engaged Geeks’ Design Service to first evaluate the current user experience and then suggest enhancements to achieve a frictionless experience for the engineers.This was achieved through an initial heuristic analysis by our user experience experts and usability testing with a representative sample of real engineers who had been using the application to this point.
During the research, our team observed areas of friction experienced by engineers when completing tasks and combined those with the pain points that they reported. Using this data we redesigned the workflows, and information architecture and suggested new functionality to mitigate or resolve those issues.
Geeks' design team also undertook a parallel piece of work to review the UI design of the current app and suggest aesthetic enhancements. Within 3 weeks, the Geeks team handed over wireframes and new UI designs to the CET internal team for implementation of these enhancements.
The impact
The ultimate beneficiary of SIMPLIFi are homeowners who have a home emergency requiring immediate attention. By utilising Geeks expert team to expand their own technical capabilities we helped CET break through the barrier of access to skilled engineers on time.
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