User Experience Design for Financial Services

The biggest problem in the health insurance industry today Health insurance is long-term But the industry is playing short-term. In too many ways 👇 Customers buy health insurance thinking about the next 30 years. But the industry is busy preparing for the next quarter. • High upfront commissions to acquire customers • Launching attractive benefits and pricing, then quietly changing them later (Adding a room capping on a policy on renewal, without customer's consent) • Hiking premiums for old customers while launching newer, cheaper plans for new ones which old customers cannot migrate to. • Delaying claims, adding friction in claims, shifting onus to helpless customers without solid reasons. And this short term approach seems to have propelled after Use & File guidelines, the industry can now tweak pricing, be in the race of launching riders, introduce new products at lightning speed. That’s helping them play the short-term game even better. But what about the long term? How do we solve for trust? Why is there so little effort to change how people feel about insurance? Maybe it’s because most of the industry still runs through traditional channels. And the folks on social media raising concerns make up just the top 1 percent. So probably it’s easy to ignore. But still, a question worth asking - How much can industry solve with distribution, without solving for trust? What needs to change: • Insurance is not a product. It’s an experience. Let’s stop selling it like one. • Customer experience teams should have a say in how insurance is built. • Insurers should also build experience-first, simple core products that promise smooth service, instead of chasing feature, after feature. • We need stronger data to evaluate insurers on service, not just sales and profits • Grievance redressal and escalations should actually work. • Most importantly - Boards and shareholders should track trust and customer satisfaction metrics just like growth and revenue. Everything else will follow from there What do you think? Have we made insurance too much about distribution, and too little about experience?

The hardest lesson in Customer Success? Not every account needs the same attention. I've seen too many CS teams burn out trying to give white-glove service to every single customer. Meanwhile, their highest-value accounts aren't getting the strategic partnership they need to expand. Here's the framework that works for me: 📍MAINTAIN (Low Risk, Low Value) Your efficiency plays. Automated onboarding, self-service resources, and health-check emails. Keep them healthy without burning CSM hours. 📍RETAIN (High Risk, Low Value) Your fire drills. Rapid risk diagnosis, short-term recovery plans, executive escalation. Get them stable or let them go gracefully. 📍EXPAND → 𝐇𝐢𝐠𝐡 𝐕𝐚𝐥𝐮𝐞, 𝐋𝐨𝐰 𝐑𝐢𝐬𝐤 Your growth engine. This is where the magic happens -QBRs, strategic roadmap discussions, champion programs, and co-marketing opportunities. → 𝐇𝐢𝐠𝐡 𝐕𝐚𝐥𝐮𝐞, 𝐇𝐢𝐠𝐡 𝐑𝐢𝐬𝐤 Your rescue missions have a massive upside. Jump in fast, diagnose issues, build recovery plans, then shift to expansion mode. 𝐌𝐚𝐭𝐜𝐡 𝐲𝐨𝐮𝐫 𝐂𝐒 𝐢𝐧𝐯𝐞𝐬𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝐭𝐡𝐞 𝐚𝐜𝐜𝐨𝐮𝐧𝐭'𝐬 𝐯𝐚𝐥𝐮𝐞 𝐚𝐧𝐝 𝐫𝐢𝐬𝐤 𝐩𝐫𝐨𝐟𝐢𝐥𝐞. Your CS team shouldn't be stretched thin - they should be strategically deployed. What's your approach to CS segmentation? Drop a comment - I'd love to hear what's working (or not working) for your team

But what if insurance worked more like Netflix? Netflix tracks your viewing behavior and adapts recommendations instantly. If insurance products adapting the same way, premiums adjusting dynamically to fitness levels, coverage expanding with life stages, benefits rebalancing as goals evolve. McKinsey estimates AI-led personalization could lift insurer revenues by 10–15%, while lowering claims costs through early risk detection. And The technology already exists. Wearables generate 250+ daily data points per user around heart rate, sleep, activity. PwC reports 63% of consumers are willing to share health data if it results in cheaper or more personalized premiums. And Personlaized premiums is not a distant reality. It can be achieved by: 𝟏. 𝐈𝐧𝐭𝐞𝐫𝐨𝐩𝐞𝐫𝐚𝐛𝐥𝐞 𝐝𝐚𝐭𝐚 𝐩𝐢𝐩𝐞𝐥𝐢𝐧𝐞𝐬 that allow secure ingestion of health and behavioral data at scale. 𝟐. 𝐑𝐞𝐠𝐮𝐥𝐚𝐭𝐨𝐫𝐲 𝐬𝐚𝐧𝐝𝐛𝐨𝐱𝐞𝐬 that encourage innovation while protecting privacy. 𝟑. 𝐀𝐈 𝐞𝐱𝐩𝐥𝐚𝐢𝐧𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐟𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤𝐬 to ensure transparent pricing and avoid hidden bias. 𝟒. 𝐄𝐜𝐨𝐬𝐲𝐬𝐭𝐞𝐦 𝐩𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩𝐬 with health-tech, fintech, and wellness players to broaden value delivery. Insurance is likely evolve from a once-in-a-decade purchase to a living product. #DigitalIndia #Fintech #AI #technology #Fintech #AI #technology

The moment you say “I have insurance,” your hospital bill might silently change its personality!! We often believe insurance is our financial shield. But in many cases, it becomes a pricing signal one that can push hospitals to switch from a “patient price” to an “insurance price.” But in a system with low pricing transparency, it can also act as a trigger for higher, itemised, and often inflated billing. The real issue isn’t just hospitals or insurers, it’s the lack of a transparent, technology-led framework where the patient can clearly see, understand, and question what they are being charged. I am deeply optimistic about AI and digital transformation, I strongly believe this is solvable quickly if we bring the right technology and policy intent together. ✓ AI powered pricing benchmarks can create a national grid of standard procedure costs, making any abnormal billing instantly visible. ✓ Intelligent bill auditing engines can automatically flag inflated consumables, duplicate charges, or unjustified markups before claims are approved. ✓ Smart insurance assistants can guide patients in real time showing how room upgrades, non-covered items, or choices will impact their out-of-pocket spend. ✓ A transparent, tamper-proof digital billing ledger can ensure that every charge is visible to the patient, insurer, and regulator no silent changes, no surprises. With the right government-backed digital health infrastructure, we can shift healthcare billing from opaque and reactive to transparent, predictive, and patient-first. Because insurance should reduce stress, not become a reason for financial uncertainty.. This is not difficult, this can be our next UPI-scale success story in healthcare. 📍 The Tweet Source: X/Anshul Agarwal #Ai #Healthcare #Insurance #Technology

🔍 "Bridging the Gap Between Policy Wordings and Customer Understanding" Health insurance policies are carefully designed to provide clarity on coverages, conditions, and exclusions. However, many customers still find it challenging to go through lengthy policy documents and fully understand their benefits. A very positive step in this direction is the Customer Information Sheet (CIS) introduced by the Regulator. This initiative has significantly helped customers quickly view important information such as coverage, exclusions, waiting periods, and key conditions in a summarized format. However, considering the evolving expectations of today’s customers, there may still be opportunities to further enhance customer understanding. 👉 For example, the CIS or similar summaries could potentially be strengthened with: • Simple visual icons for inclusions and exclusions • Infographic-style coverage summaries • Short explainer videos or QR codes for quick understanding • Visual claim journey flowcharts • Real-life hospitalization scenarios explaining benefits While detailed policy wordings will always remain essential for compliance and transparency, visual communication could complement these documents and make insurance easier to understand. 💡 When customers understand their coverage clearly, trust in health insurance grows stronger. I would love to hear perspectives from insurance professionals, agents, brokers, TPAs, doctors, and policyholders. What additional improvements can make the Customer Information Sheet or policy summaries even more helpful for customers? Your suggestions can contribute to making health insurance more transparent and customer-friendly. Looking forward to your valuable insights in the comments. #HealthInsurance #InsuranceIndia #CustomerExperience #InsuranceInnovation #HealthcareAwareness #Underwriting

𝗖𝗿𝗼𝘀𝘀-𝗯𝗼𝗿𝗱𝗲𝗿 𝗽𝗮𝘆𝗺𝗲𝗻𝘁𝘀 𝗮𝗿𝗲 𝗲𝗻𝘁𝗲𝗿𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗺𝗼𝘀𝘁 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝘃𝗲 𝗽𝗵𝗮𝘀𝗲 𝗶𝗻 𝗱𝗲𝗰𝗮𝗱𝗲𝘀. What was once defined by slow, opaque, and costly transfers is now being rebuilt for a world that demands speed, transparency, and trust. Fintech's are at the center of this revolution using real-time payment (𝗥𝗧𝗣) 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝘀, 𝗯𝗹𝗼𝗰𝗸𝗰𝗵𝗮𝗶𝗻, 𝗔𝗜, 𝗮𝗻𝗱 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗰𝘂𝗿𝗿𝗲𝗻𝗰𝗶𝗲𝘀 (𝗖𝗕𝗗𝗖𝘀) to make global money movement as seamless as sending a message. Over 𝟳𝟬 𝗰𝗼𝘂𝗻𝘁𝗿𝗶𝗲𝘀 now run real-time payment systems. Blockchain and stable coins are cutting settlement times from days to seconds. AI is turning compliance and fraud prevention into competitive advantages. And 𝗜𝗦𝗢 𝟮𝟬𝟬𝟮𝟮 is giving every network a common language for payments, reducing friction across borders. As global trade expands and new entrants challenge traditional banks, the real disruption is in collaboration connecting fintech agility with institutional trust. The goal?   A future where any payment in any currency, anywhere settles instantly, transparently, and securely. This isn’t the future of payments. 𝗜𝘁’𝘀 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝗯𝗲𝗶𝗻𝗴 𝗯𝘂𝗶𝗹𝘁 𝗿𝗮𝗶𝗹 𝗯𝘆 𝗿𝗮𝗶𝗹, 𝗔𝗣𝗜 𝗯𝘆 𝗔𝗣𝗜.

Your team should be selling. Instead, they’re drowning in admin work. Sales reps just want to sell. But when we sit down with them, it’s always the same story. They’re buried in 20 screens, clicking through fields that don’t help them close deals. And if it takes that much effort? They’ll stop using the CRM altogether. Not because they’re lazy. But because the system wasn’t built for them. Here’s what we see over and over—and how to fix it: 1) Too Much Manual Data Entry No rep wants to spend their time: • Logging calls • Typing out notes • Moving data between tools They’re here to sell—not push buttons. Fix it by automating everything you can. Use tools like Gong & QuickBooks to log calls automatically and sync invoices. The less manual data entry they do, the more time they have to close deals. 2) Clunky CRM Layouts If it takes 20 clicks to close a deal, they’re not going to use the system. Most CRM setups are bloated with fields that reps don’t care about. Half of them aren’t even for sales. The answer: fewer clicks, better layouts. • Two clicks, max • Only show fields relevant to their role 3) Tools Aren’t Integrated Reps live in: • Outreach • Gong • Slack If none of these tools talk to Salesforce, they’re forced to double their work. That kills adoption. Integrate the tools they already use. If it doesn’t make their job easier, it doesn’t belong in the stack. 4) The CRM Feels Like a Surveillance Tool Managers care about dials. Reps care about closing deals and hitting quota. If the CRM only tracks activity, it’s just another micromanagement tool. Fix it by making the CRM valuable for the rep. • AI-driven next steps • Deal insights • Sales shortcuts that actually help them win It has to feel like a competitive advantage—not a chore. 5) Training That Doesn’t Address Real Gaps Most training is based on gut feelings: “Reps need to know this.” But it doesn’t actually address the biggest problems. Fix it by making training metric-driven. If reps aren’t filling out critical fields, start there. Focus on what actually moves deals forward. Make the CRM work for reps, and they’ll actually use it. Make it a burden, and they’ll find ways around it. Enjoyed this post? Follow Jordan Nelson for more insights on making CRMs actually work for sales teams.

If your “CRM transformation” still relies on end-of-month heroics and a spreadsheet called FINAL_v9_REALLYFINAL.xlsx, you’re not using your system—you’re working around it. Sustainable growth in a service business isn’t a software problem; it’s an adoption problem. Tools don’t fail—behaviour, process and governance do. Here’s where service businesses go wrong: 1. Buy the tool, don’t change the behaviour. The team keeps side docs; the CRM gathers dust. 2. Data capture is optional. Free-text chaos, no required fields, inconsistent stages = fantasy forecasts. 3. No clear ownership. No RevOps, no data stewards, no definitions everyone obeys. 4. Activity lives outside the CRM. Emails aren’t logged, calls aren’t tracked, “we’ll update it later” never happens. Adoption architecture (People → Process → Platform): 🔵 People: Train continuously. Explain the why (fewer status meetings, faster invoicing, cleaner pipeline). Create champions. Tie compliance to outcomes (yes, compensation if needed). 🔵 Process: Define lifecycle and stage gates everyone follows. Make key properties required at the right moments. Set SLAs, audit regularly, and stop progressing deals without the data. 🔵 Platform (HubSpot done properly): Required fields by stage; Playbooks for structured discovery; native email/calendar logging; task nudges (“no activity / update in 14 days—update or move on”); adoption dashboards (property completeness, deal hygiene, SLA hits/misses, user activity). This is just the basics—then you get to the clever stuff: guided selling, capacity-aware routing, renewal risk scoring, margin alerts at scoping… all of which only work if the foundations are solid. Takeaway: If you’re still blaming the tool, you don’t have a platform—you have a process problem. Adoption is a choice. #crmtransformation #datatransformation #hubspotpartner #professionalservices #revops #reportingdata #businessgrowth #growthenablement

Are you segmenting users by who they are, or why they use your product? This week I had Nesrine Changuel, PhD on the Product Thinking podcast to discuss her new book, Product Delight. One insight completely shifted how I think about user segmentation. Most teams segment by demographics (age, company size) or behavior (usage patterns, feature adoption). But Nesrine argues the most impactful segmentation is motivational: understanding why users actually choose your product. As she puts it, "it's really important to list both the functional motivators and the emotional motivators so that we can create solutions that honor for both." Two enterprise customers might look identical demographically, but one uses your product to reduce manual work (efficiency-driven) while another wants complete visibility into every process (control-driven). Same demographic, completely different product needs. This connects to her three pillars of delight: removing friction, anticipating needs, and exceeding expectations. When you understand the emotional and functional "why" behind user behavior, you can build features that truly resonate. How are you currently segmenting your users? Are you capturing the motivational drivers that actually influence their decisions?

Checkout optimization used to mean adding more payment methods. Today it’s about shaping the payment journey before friction ever shows up. Fintech Adyen just launched Personalize inside its Uplift suite. The headline feature is real-time Dynamic Identification, trained on trillions of transactions across its network. Why it matters: 37% of shoppers abandon when checkout takes too long. 72% of businesses say transaction fees are pressuring margins. Static checkout flows treat every buyer the same. Modern payment stacks can’t afford that. Personalize adjusts the experience in real time. It can: • Prioritize cost-efficient payment rails • Suppress unnecessary authentication • Surface risk signals before authorization • Route transactions based on identity and context Early data: • 9.4% lower payment costs on eligible traffic in year one of Uplift • 42% reduction in false positives • +1.19% average conversion lift, up to 6% for some merchants • Pilots showing up to 3% lower transaction costs • Tebi: 4.26% cost savings and 0.8% conversion lift This is not incremental CRO. The real shift is architectural. Checkout is becoming a data and feedback loop problem, not a front-end design problem. The platforms that unify acquiring, issuing, risk, and identity inside one system will compound advantages over time. If you’re running payments at scale: Are you optimizing a page… or optimizing a network?