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Case study 14: LV= retirement wizard

LV=’s Retirement Wizard is an example of how online channels can be constructed in a way to allow firms to monitor customer behaviours and protect potentially vulnerable customers from making decisions that could lead to a poor outcome, particularly given the shift towards automation. The checks and balances designed within the Retirement Wizard customer journey can help identify where customers have inputted contradictory data or have demonstrated inconsistent behaviours, which then ‘stop’ or ‘pause’ the process and direct them to call up and speak to someone in person.