Introduction

Our customers value transparency, and transparency can be seen as being concise and clear of Ladder's propositions such as 1) what's covered, or not covered, or 2) Ladder Policies do not have fees, billing fees, late fees, cancellation fees.

Problem

Ladder customers are asking questions about billing fees/cancellation fees, etc at the policy offer stage.

Why is this a problem?

• Users might not take policy out of hesitation
• Customer experience (CX) team spends time taking calls related to this

Why are we focused on the offer page?

• Point in which CX gets most questions pertaining to fees, cancellation, etc
• More of a focused space to provide answers to questions users might have
• Offer page is where users are thinking the most about pros and cons of accepting

Success metrics

Increase in number of people taking a policy.

Shipped solution