Online Scheduler
Background
Currently, only 10%- 15% of applicants qualify for InstantTerm. The remaining 90% of applicants must complete a medical exam either by scheduling an appointment for a medical professional visit or ExamOne in-center locations.
Problem
Scheduling appointments can be a tedious process since ExamOne calls the applicant directly to schedule an appointment. When that fails, Haven Customer Service Reps spent time calling applicants and attempts to use ExamOne’s online tool to schedule appointments. This process today results in a significant drop in rates (28% for TLIC, 43% for Deferred) for applicants.
Scheduling medical exam within HavenLife
Online scheduler let HavenLife applicants schedule a medical exam directly on Havenlife.com with simple steps. It will provide an easier process on life insurance application for users who don't qualify for the instant term.
The primary goal is to increase the number of users who continue to do the required medical exam. We want to see if the online scheduler would help increases the number by giving an easy way to schedule the medical exam.
Approach
To reduce drop off rates, we’ve integrated with ExamOne’s API to allow applicants to immediately schedule an appointment. This reduces the manual follow up processes by ExamOne and HavenLife Customer Service Reps but also allows applicants to take the next step without waiting for a phone call.
Launching this feature, our goal is to reduce the drop off rates by 20% for TLIC and deferred applications overall.
Hypotheses
Users don't know what to expect when they land on the account center after they Esign / DocuSign their application.
Users possibly ignore phone call from Exam One that they are not aware of.
By giving an easy and faster way to schedule the medical exam online, there will be fewer people drop out on the funnel.
By giving multiple options to do the medical test near their desired location, there will be less friction for users to decide to take the medical exam.
