Re: Death communications
"Robert Linsky" <[email protected]>
| Newsgroups | gmane.comp.infodesign.general |
|---|---|
| Message-ID | <[email protected]> |
Andrew - We did a project that seems quite similar. One of our clients had to redesign a package of information that went to the beneficiary of an annuity. They were getting 70-80% no in good order (missing info, no signature, etc) and almost all of the money was leaving the company. We did some testing and redesigned the information to make things easier to use and understand. The result was the not in good order went down to less than 25% and the money staying with the company increased by 35%. One thing that I think helped was changing the title of the package from "Death Benefit Kit" to "Beneficiary's Guide to Controlling Inherited Assets". But I think the big pieces were making the information easier to understand and the form simpler to fill out. Robert. -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Andrew Boag Sent: Thursday, July 31, 2008 5:08 AM To: [email protected] Subject: InfoD-Cafe: Death communications On behalf of a client we are looking at best practice in the ways that organisations [primarily financial, i.e. Banks etc.] communicate with customers, at various stages in the process from application forms and packs, to welcome letters, pass books, account change requests, statements, etc. One area that is especially interesting is how best to communicate with customers in the context where the policy owner has recently died, and the company needs to communicate sympathetically, yet efficiently, to ensure that the policy is closed, reinvested, paid out, or whatever. As it's rather difficult to lay hands on examples of these (so to speak), I wondered if members of the café might have some pointers/best practice suggestions, or indeed have good examples, that are worth sharing. I am sure there must be some quite amusing examples ... ? Andrew Boag ----------------------- Boag Associates T +44 (0)20 3008 6491 F +44 (0)20 3008 7759 http://www.boag.co.uk CONFIDENTIALITY NOTICE ----------------------- The contents of this e-mail are confidential and intended for the addressee only. ___________________________________________________________________ Use the following address to post a message to all subscribers: [email protected] To subscribe, unsubscribe or change your options, visit: http://list.InformationDesign.org/mailman/listinfo/infodesign-cafe For all Information Design matters: http://InformationDesign.org Problems? Write to: [email protected] ___________________________________________________________________ ___________________________________________________________________ Use the following address to post a message to all subscribers: [email protected] To subscribe, unsubscribe or change your options, visit: http://list.InformationDesign.org/mailman/listinfo/infodesign-cafe For all Information Design matters: http://InformationDesign.org Problems? Write to: [email protected] ___________________________________________________________________