Solution Starter
Members would benefit from an enhanced Nationwide onboarding effort. This goal would be to welcome them to the Nationwide family while reviewing product benefits in simple terms.
We could also explain the various ways they can interact with Nationwide – web, mobile app, text, email, etc. Promoting adoption of digital channels has the potential to create operating efficiencies for Nationwide as well.
This welcome would also provide an opportunity to highlight program benefits associated with specific lines of business (SmartRide and SmartMiles for Personal Lines), paperless options, etc. This gives us an effective way to clarify topics that may not have been clearly understood during the Decide experience.
A warm message of appreciation at this early stage of the customer journey can reassure members that they’ve made the right choice and remind them to reach out with any additional questions.
Rally a team
- Creating an effective member onboarding experience will require collaboration across several departments.
- List out the necessary stakeholders, then schedule a discovery meeting to get everyone together.
- Begin by discussing the topic, assigning roles and brainstorming potential solutions.
Adopt a welcome-aboard mindset
- How might you provide the best onboarding experience? How should it be organized? What types of information would benefit new members most?
- Pull together an intuitive resource that explains the great benefits members can enjoy through web and app experiences, paperless documents, guiding resources and any additional points of contact needed.
Diversify delivery
- There are many learning styles, and everyone has one that works best. We can connect more effectively and intuitively when we’re able to deliver information across a variety of channels.
- Example: introductory emails with links to self-guided online account tours.
Takeaways
1
2
3
Next Steps
Gather a cross-functional team to assess the experience.
Determine what topics onboarding should cover.
Develop onboarding materials (for professionals) and a digital checklist (for members).
Launch and track usage.
