Royal Sundaram, India's pioneering general insurance company, has always believed that "quality of service matters."
Royal Sundaram, India’s pioneering general insurance company, has always believed that “quality of service matters.” This ethos prompted them to introduce a cashless settlement option for health insurance claims. Now serving over 5.2 million customers nationwide, Royal Sundaram is keen to enhance its direct-to-customer channel—their website—to turn it into a major revenue source.
Lollypop teamed up with Royal Sundaram’s digital and product leaders to develop an effective strategy covering all aspects of insurance: purchasing, renewing and claiming for their diverse range of products.
Royal Sundaram recognized that their website was not fully equipped to meet the dynamic demands of IRDAI guidelines and user expectations. They sought to transform their website into a more adaptive and engaging platform that could become a central revenue-generating tool, ultimately boosting online sales significantly.
We organized in-person discovery workshops with key stakeholders, including the Head of Digital Marketing & E-Sales, various insurance product owners, and digital business managers. These sessions helped
us identify and understand the challenges customers faced with the current website.
Key improvements identified included:
With a solid understanding of both user and business objectives, we conducted a competitive analysis that helped us to restructure the website’s information architecture. After finalizing the architecture and user flows with stakeholders, we moved on to create wireframes.
The designs embody the intrinsic values of Royal Sundaram— reliability, transparency and professionalism. They are meticulously crafted to inspire trust, mitigate customer drop-offs, and increase conversion rate.
Our website’s streamlined layout effectively communicates our unique value propositions and facilitates effortless navigation for users. Carefully curated content on each page is geared towards fostering trust, establishing credibility, and enticing new users to explore our range of insurance solutions. The dynamic yet versatile screen designs highlight the benefits while ensuring scalability and simplicity, ultimately enhancing the overall user experience across the platform.
