State Farm - Drive Safe and Save App

Written By Claudia Goonan

State Farm needed to strategize how to migrate their safe driving discount program, Drive Safe and Save, into the State Farm Mobile App as well as identify missing opportunities within the Drive Safe and Save experience.

The Team
Creative Director
Visual Designer (me)
Visual Designer
Product Strategist

My Role
I worked with the Product Strategist to come up with design solutions that would meet user and business goals. The Creative Director, myself and the other visual designer defined the required components. I applied the existing State Farm design system to our designs.

 

The Opportunity

The Drive Safe and Save experience was generating negative feedback. Users consistently used one word in app store reviews; “dinged”. We needed to reverse this sentiment with simple and proactive safe-driving education and support.

 

Customer Pain Points

  • Drive Safe and Save beacon setup and support

  • Touching my phone while in the car negatively impact safe driving score

  • Other drivers affecting safe driving score

 

Announcement

Create messaging points in both the Drive Safe and Save app and the State Farm app to inform users of the upcoming app sunset.

 

Migration

With Drive Safe and Save integrated in the State Farm app, we focused on complete transparency of the users driving score and proactively educating users on how their score is calculated so they could feel empowered in their own safe driving.

 

Integration

Additionally, we needed to focus on the integration strategy in the wider State Farm mobile app. The goal was to create awareness across different touch points that were contextual and supported users.

Existing Drive Safe and Save (DSS) users needed an easy way into the new, integrated DSS experience. We wanted to make that transition as simple as possible to reduce confusion around the sunsetting effort and encourage adoption of the State Farm mobile app.

Predicted Impact

  • Experience rating increase for Drive Safe and Save

  • Potential increase in mobile setup completion rate

  • Increase customer lifetime value from the potential addition on new auto quotes via upselling or cross-selling

  • Efficiency across State Farms’s customer call center (via self-service and education)

Claudia Goonan
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