About Zywave
Zywave leads the insurance tech industry, fueling business growth for our partners with the most expansive portfolio of cloud-based sales management, client delivery, content and analytics solutions. By offering an all-on-one platform full of robust data and the most comprehensive content library available, we empower our partners to make smarter business decisions throughout the entire customer lifecycle in service of greater health, wellness and safety.
🎯 The challenge
Zywave makes it easy for insurance agents to grab quotes from multiple carriers. But, there was a hitch in their initial onboarding: Insurance agents found it challenging to connect with their preferred carriers for quotes.
🏆 The solution
Alee Koney, Lead Instructional Designer, decided to tackle low feature adoption head-on and mix things up. First, she replaced a Slideout with a less intrusive Pin.
“We had previously seen lower engagement with a slideout Flow and tried targeting with a Pin.”
The Appcues Pin served as a persistent Hotspot, triggering a Tooltip when users hovered over it. This approach guided insurance agents to connect with their carriers by providing clear instructions and in-product support.
“We added an Appcues Pin to show as a persistent hotspot that triggers a tooltip when users hover over it, guiding users on how to successfully bridge to their carriers, providing clear instructions and support within the product.
👀 How they did it
✅ Results
The outcome was remarkable. The Pin averaged 1700 daily views confirming that users regularly had friction with this feature. And in less than a week, Zywave was able to nearly double the number of agents who successfully completed the workflow. As the test progressed, the Pin approach boasted an impressive 88% success rate, dwarfing the 49% achieved with the Slideout.
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Our hot take
Test, test and test some more. It’s not enough to provide in-app guidance, you need to use the right format, in the right place, at the right time. Slideouts are a more obtrusive pattern and, as a result, can sometimes be ignored. Pins are a great way to provide subtle contextual information at just the right moment.