User Needs Analysis Results

user needs and preferences

Ryan Jenkins

Assurance-Seeking Life Manager balancing cost and confidence in auto insurance choices.

If my rates go up, I want to know exactly why, especially since I’ve got a clean record.

Emily Chen

Value-conscious suburban mom guarding the family budget against surprise costs.

The biggest hurdle for me right now is the lack of real-time transparency when something actually goes wrong.

Julia Knight

Switch-ready digital comparison maven

If I can’t scan my license and have the app pull my vehicle data automatically, I’m already annoyed.

Categorical Views

Ryan Jenkins

Assurance-Seeking Life Manager balancing cost and confidence in auto insurance choices.

Rika Rudra, for me, it really comes down to three things: transparency, reliability, and fairness. I run my household budget like I run my logistics hub—on a spreadsheet—so I need to see the math. If my rates go up, I want to know exactly why, especially since I’ve got a clean record. I also look for a carrier that won't ghost me if I actually have to file a claim. I’ve heard too many horror stories on the local forums about adjusters disappearing, and with the traffic on the Staten Island Expressway, a fender-bender is always a possibility. I also need something that adapts to my life. Since I work from home some days, I don't want to pay for miles I'm not driving. And with my son Ethan getting his permit soon, I’m looking for features that reward safe driving rather than just hitting me with a generic penalty based on his age. If the tech is easy to use and the numbers make sense, that’s what wins me over.

Timeline Views

Stage of AI Twin

About To Purchase

Awareness

Touchpoint

Insurance renewal notice with premium hike

Discussions in Facebook groups/Reddit

Understand

Influence

Surprised by unexplained 13% increase

Reading peer frustration with claims

Reaction

Motivated to research alternatives

Consideration

Touchpoint

Opening multiple insurer quote tabs

Tracking policy details in spreadsheets

Understand

Influence

Comparing rates and coverage in real time

Looking for transparency in pricing logic

Reaction

Narrowed options to brands with clear data

Evaluation

Touchpoint

Reading policy summaries and advocacy blogs

Checking social validation in Facebook/Reddit

Understand

Influence

Verifying coverage details (e.g., permissive use)

Seeking brands with responsive claims process

Reaction

Eliminated brands with hidden fees or poor support

Decision

Touchpoint

Testing insurer apps for frictionless signup

Using sliders for real-time coverage adjustment

Understand

Influence

Prioritizing zero-friction, mobile-first experience

Favoring brands with transparent dashboards

Reaction

Chose insurer with instant digital control

Post-Purchase Expectation

Touchpoint

Claims tracking via app dashboard

Apple Wallet integration for insurance ID

Understand

Influence

Expecting real-time claim updates

Desiring proactive support for teen driver

Reaction

Anticipating seamless, transparent service