November 2023
NRMA Carbon Offset
Client
NRMA Insurance parent company, IAG, has a clear purpose to “make our world a safer place”. It is at the heart of this initiative and brings to life the commitments set out in their Climate & Disaster Resilience Action Plan.
Problem
NRMA wanted to launch a new carbon offset experience for customers. This was a new service offering that differed from the traditional insurance offer.
Process
Supporting the product team we lead the design strategy bringing together customer experience, user experience and user interface design to create a microsite that allowed customers to calculate and pay to offset their driving emissions.
Deliverables
Customer Journey Mapping and Program Strategy. We meticulously mapped out the customer journey, identifying key touchpoints for engagement. This formed the backbone of our program strategy and prioritization, ensuring a streamlined and effective user experience.
Results
After four months the program has had 101 completed transactions totallying 190 tonnes of carbon offset.
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