Customer experience first, across devices and brands

VIVIUM is part of P&V Group, an insurance company that consists of 6 different brands in Belgium. VIVIUM offers insurances to private persons, small and large companies via its broker channel.

Switching from product-centric to user-centric: P&V Group was well aware of the fundamental problem: the brand websites were product oriented and conceived from the viewpoint of their own organisation. The new website strategy was therefore to move beyond commercial motives: first inform users with good quality information, then guide these well-informed users to the brokers and agents for personalized advice.

Getting ready for mobile: Users want access to the same content and the same tools, regardless whether they are sitting behind their desks, checking their smartphone on a train platform or lying in the couch with their iPad on their laps. We used a responsive design for the new www.vivium.be: one single website that guarantees the best possible user experience on all possible devices.

Improving the efficiency of the sales channel: Brokers and agents were left with a mishmash of applications and user interfaces, the result of a number of mergers and reorganisations in a rapidly changing insurance landscape. The goal was to provide these users with a consistent set of tools that would allow them to work quickly and efficiently. We re-worked one web application and extracted from it a model that will allow P&V Group to develop a set of efficient and easy-to-use tools.

With the new layout and interaction model we created for www.vivium.be and its web applications, P&V is ready to achieve its new web strategy: put the customer first.