DAS RECHTSBIJSTAND
UX/UI | RESEARCH
Documents
As
a result of the current situation where energy prices continue to rise
and flights are being canceled due to staff shortages at Schiphol, many
people are resorting to their legal expenses insurance.
This has led to extended waiting times at DAS's legal service center (JSC). However, even prior to this period, the waiting times were longer than desired by DAS.
Consequently, DAS aims to offer customers more visibility into the ongoing process and encourage them to take more proactive steps, thus enabling lawyers to avoid seeking repeated clarifications from customers and proceed with cases smoothly without any need for additional communication.
This has led to extended waiting times at DAS's legal service center (JSC). However, even prior to this period, the waiting times were longer than desired by DAS.
Consequently, DAS aims to offer customers more visibility into the ongoing process and encourage them to take more proactive steps, thus enabling lawyers to avoid seeking repeated clarifications from customers and proceed with cases smoothly without any need for additional communication.
As a result of the current situation where
energy prices continue to rise and flights are being canceled due to
staff shortages at Schiphol, many people are resorting to their legal
expenses insurance.
This has led to extended waiting times at DAS's legal service center (JSC). However, even prior to this period, the waiting times were longer than desired by DAS.
Consequently, DAS aims to offer customers more visibility into the ongoing process
This has led to extended waiting times at DAS's legal service center (JSC). However, even prior to this period, the waiting times were longer than desired by DAS.
Consequently, DAS aims to offer customers more visibility into the ongoing process
Insights
- Customers often call back to ask about the status of their case
- 17 of the 30 percent of mobile customers who arrive actually send the
report form. The rest drops out.
- Providing documents is now a problem
- Waiting time is now sometimes 45 minutes to an hour by telephone.
- Customers are not always available to discuss a case
Solution
- Providing the customer with insight into the ongoing process - what is DAS doing
- Assist the customer with uploading documents
- Help the customer create sample letters
- Let the customer enter his own availability