2022 Q3: Abandoned cart reminder for motor insurance

• 1. Summary
• 2. Details
  • 2.1. Before
  • 2.2. After
• 3. Release plan

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Interface	Setel App
Release version (Android)	1.102.0
Release version (iOS)	1.102.0
Team	Insure

1. Summary

Users can start receiving in-app/in-app inbox notification after the go-live of the abandoned cart reminder in Braze 19 Jul 2022

2. Details

2.1. Before

Setel insurance affiliate allows the user to place a quotation after making a successful order. Due to some reasons, the users may not complete the order by making a payment. This results in a high checkout drop-off rate, which requires a manual customer follow-up by the UX research team to close sales.

Moreover, a massive percentage of insurance customers are unable to submit their quotations due to the current policy expiring more than 2 months away. This group of customers might have forgotten to return to the Setel app when they’re eligible to renew their insurance.

2.2. After

Starting from the Setel app version 1.101.0, users can start receiving in-app/in-app inbox notifications that will redirect the user back to the insurance landing page based on the following scenario:

1. Scenario A - Requested a quote but got rejected due to more than 2 months from the current policy expiry date:

   1. Users with a policy expiry date that hit 60 days will receive the 1st reminder

   2. Users with a policy expiry date that hit 30 days will receive the 2nd reminder

   3. Users with a policy expiry date that hit 7 days will receive the 3rd reminder

2. Scenario B - A quote is placed, entered checkout session but never completes the payment:

   1. Users will receive the 1st reminder after 1 hour if no successful policy renewal has been made

   2. Users will receive the 2nd reminder after 23 hours if no successful policy renewal has been made and after receiving the 1st reminder

We hope with the notifications mentioned above, the majority of insurance users can be reminded to complete their payments or renewals. This will help to improve the performance of insurance sales.

Overflow: https://overflow.io/s/N20DPTZS/?node=7214e01d

Document: Motor insurance: Abandoned cart quotation reminder

Scenario A: Reminder sent to list of messages in Inbox tab

Scenario A: In-app inbox notification

3. Release plan

The release plan will be done in a few phases:

1. The users with app version 1.101.0 19 Jul 2022 will start receiving in-app/in-app inbox notifications for Scenario B and e-policy reminder

2. The app version 1.102.0 is released on 04 Aug 2022 → It will cover the in-app/in-app inbox notifications for Scenario A