Liberty Mutual, IT

Insurance, Finance

Liberty IT is the innovation arm of Liberty Mutual, one of the largest insurance companies in the United States. Liberty Mutual offers a wide range of insurance products and services, including auto, home, property, and casualty insurance.

The Challenge

Liberty Mutual has been committed to placing users at the forefront of product development and fostering a culture of customer-centric innovation.

Developing brand loyalty and customer empathy on a continuous basis was a high priority initiative. With many products and initiatives, the team needed an organized central repository for testing and storing research.

The Outcome

The implementation of PlaybookUX’s user testing software marked a pivotal moment in Liberty IT’s approach to user feedback. Regular user testing sessions became an integral part of their design and development process.

Recruitment: By leveraging the PlaybookUX participant panel, Liberty IT could quickly engage their target population.

Clips & Highlight Reels: A key feature in developing a user-centric research program was clips & highlight reels. These features allowed the Liberty Mutual team to showcase customer feedback so stakeholders could “hear it directly from the customer.”

Repository: The team continuously leveraged the tagging feature. Tags allow you to group and compare insights across different iterations, versions, or stages of your product. This was especially useful in tracking changes over time and assessing the impact of specific improvements.

Collaborative Analysis: Unlimited team seats allowed Liberty Mutual to invite stakeholders to the platform, creating a culture of customer empathy.