SITECORE EXPERIENCE AWARDS

LV=

Project brief

Founded in 1843, LV= is a leading financial mutual serving over 5.8M customers with a range of financial services including insurance, investment and retirement products. It sells direct and via Independent Financial Agents (IFAs) and brokers to consumers.

About

LV

Financial Services

UK

Products

XM

CHALLENGE

Transform website with a text/link-heavy, complicated, impersonal experience and legacy information

  • Protect existing strong brand, but redefine as Britain’s mature, best-loved insurer
  • Provide customers digital comparison engines in a very competitive market
  • Deliver digital transformation in a highly regulated environment on a tight timeline –nine months to understand, plan and build
  • Attract new, younger audiences
SOLUTION

Solutions used

OUTCOME

Improved user experience through a guided, conversational journey

  • Increased sales/service performance
  • Optimized mobile navigation
  • Supported fast content and new product deployment, partner microsites
  • KPIs:
    • Car insurance Start Quote Rate on mobile up 38.3%
    • Home insurance Start Quote Rate up 25%
    • Page loads 7x faster, cut bounce rate by 7.4%
    • Mobile-first approach drove a 30% online quote rise; mobile conversion up 31%; mobile revenue growth up 12%
  • Google indexed lv.com as mobile first; chosen as a Google case study
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