Voice of the Customer Drives Revamp of Hi Marley Inbox

For insurance adjusters juggling multiple claims, every second counts. We understand the demands of your busy days, and that’s why we’re committed to making Hi Marley as efficient as possible. Our team always listens to our customers’ feedback so we can make their experiences in Hi Marley even better.

The Product team works closely with our Customer Success team to ensure we’re dialed in to what our customers are saying about their Hi Marley experience. We drill into feedback big and small and collaborate with engineers, designers and product managers to continuously make Hi Marley more lovable for our users.

Once we identify an opportunity to improve Hi Marley, we share it with customers for their thoughts and reactions. We keep that loop going so that Hi Marley is constantly evolving alongside the work of adjusters so they can achieve their goals.

Recently, our team tackled one of Hi Marley’s most used features—our inbox! Because the inbox is where the operators spend the majority of their time in the platform, we seized the opportunity to improve the experience and overall efficiency of adjusters’ workflows in Hi Marley!

Customer Feedback Serves as the Catalyst for Hi Marley’s Inbox Revamp

Built for insurance workflows, the inbox is the center of communication and collaboration in the Hi Marley web and mobile apps and enables seamless high-volume claims communications.

As Hi Marley has grown and we’ve started working with carriers with larger caseloads, we wanted to ensure customers did not encounter performance issues. This, combined with feedback on other inbox elements like filters, searching, and badges, led us to make a broader upgrade to the page.

As we began to outline the work to revamp the inbox, we set an overall goal of making it even more reliable and performant, which inherently improves adjuster efficiency and experience in the platform.

Customer Input and Data Helped Shape the New Inbox

Once we had a solution ready for testing, user feedback was critical to understanding the operators’ likes/dislikes and how the proposed changes would impact their daily workflow. We created a structured beta testing period where select groups of customers volunteered to try out the new inbox.

We conducted sessions with small groups from each carrier to hear more in-depth about their experiences with the inbox revamp. Individuals shared that the inbox enhancements helped them to quickly identify what needed action next. Others said the filter and search functions were fast and easy to use. We also distributed a survey to ensure that we collected feedback from as wide a group of participants as possible.

In addition to the interviews and survey, we also tracked engagement in the new inbox to identify trends in usage. This gave us quantitative insights to pair with the qualitative reactions we heard in our small groups to ensure we had a clear path forward to continue development before the inbox went live for all customers.

This early feedback gave us confidence that we were on the right track to improve performance and efficiency, thus creating a more lovable experience for Hi Marley users!

What Customers Can Expect from the New Inbox

Hi Marley’s new inbox will go live for all customers in July. Right off the bat, users will notice major performance improvements. The inbox should feel much snappier than before with faster load times!

Paired with improved sorting and filtering, we hope these updates will be welcome changes for users that lead to increased efficiency and better communication. (Which are both crucial for driving 5-star claims experiences!)

We’re excited for Hi Marley users to get access to the new inbox this July. To learn more about the new inbox, join us for our webinar on Thursday, July 25! You can register here.