E-mail and paper communication have been an established communication mechanism for members. Members had the option to opt for e-communication or paper. It has been a daunting task for customers to change behavior of the members to get consent on e-communication.
We redesigned member portal to encourage members to opt for electronic consent during registration and login process. With this change, members started aligning to customer’s green initiative and digital strategy. This brought cost optimization and alignment with organization’s green strategy by reducing paper usage.
Key Challenges
- Huge cost to send paper communication in terms of printing and mailing for members who did not opt for electronic consent
- There are business documents that are bound by state mandates and delayed delivery would result in financial penalties to customer
- Document accessibility to members as they have to wait for paper communication or reach to help desk on call
- Account recovery delay in case of forgotten user ID/password for members in absence of email ID confirmation during registration process
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The Solution
E-consent as a default setting and option for members to opt out of e-communication
Applied design thinking approach to arrive at an innovative solution to help in faster and reliable communication to members and additionally optimize paper printing and mailing cost leading to customer’s commitment towards green environment. Based on current challenges in registration and account recovery process during login, comprehensive solution was designed to change registration process and released to market at faster pace.
Solution was focused on making design and process more comprehensible for registration, login, and account recovery flows. With this change all users must confirm their email address before gaining access to application (both newly registered and existing) to ensure that multi-factor account recovery works for all. Members have option to provide global consent at enrollment stage so that the same consent would be applicable in all communications. The team came up with an idea to have e-consent as a default setting and option given to members to opt out of e-communication, in case they still would like to receive paper communication. As a result, 90%+ e-consents are received from members which are now used for electronic communication rather than sending paper copies.
End user delight through reliable and faster digitized communication
- Design and technical solution framework which can be implemented for new clients
- Upfront $ savings projection through framework which can be used for new clients for ROI calculations
- Reimagined member registrations and login process to get confirmation of e-mail address for members and e-consent for e-communication
- Account recovery process made easy in case of forgotten user ID or password
- No wait time for members to receive communication and increased accessibility through desktop/mobile apps
- Embracing digital mode and contributing in reducing carbon footprints
Benefits
58 tons of CO2 emission reduction annually, apart from avoiding wastage of 5.64M pages of paper and associated printing wastage
35% improvement in e-consent compliance by members leading to overall 90%+ opting for e-consent
12% reduction in call volume to service desks for members requesting for physical documents
Real-time delivery and faster access to documents through omni-channel, resulting into member positive experience
Annual savings of ~ US$ 375K for customers on printing and mailing cost
