Clarity in Cyber Risk to Build Trust
Coalition Control reimagined how businesses engage with cyber risk—translating data into understanding, complexity into confidence, and everyday actions into lasting trust.
The risk management platform sign up page.
Situation
Coalition, an insurtech startup, offers active insurance coverage and cybersecurity tools to help businesses manage and mitigate cyber and executive risk liabilities. The company aimed to provide a platform that offers proactive insights and resources to address ongoing security risks.
Challenge
Initial user research revealed that many policyholders and some brokers were unaware of the unique risk assessment reports available to help manage risks. Additionally, cybersecurity risks remained complex for many non-technical users, indicating a need for accessible resources and services. There were also opportunities to improve feature discoverability and navigation within the platform.
Question
How can Coalition design a risk management platform that simplifies complex cybersecurity tasks, enhances feature discoverability, and provides valuable resources to users?
Identified user needs
Initial user research conducted uncovered many policyholders and brokers were unaware of available risk assessment resources. Identified the need for accessible support to demystify cybersecurity risks for non-technical users.
Tested new platform features
Tested concepts with users to define product requirements. Designed a platform that highlights helpful features and resources, improving navigation and feature discoverability.
User-centered improvements
Conducted a card sorting study to understand users’ mental models of the content structure, leading to improved navigation. Performed a task completion study to enhance discoverability and user engagement with the new platform features.
Prototype for the risk management platform displaying the average cost of a cyber claim per customer industy.
Results
Adoption and engagement
Successfully launched the Control risk management platform, observing that policyholders, brokers, and security teams embraced proactive reporting and accessed resources for self-remediation.
Policy renewals and claims
Since the platform’s launch, there has been continued monthly adoption and engagement, leading to an increase in policy renewal rates and a reduction in potential future claims. As of April 2023, the platform had 6,000 monthly active users.
Conclusion
By focusing on user-centered design and thorough research, Coalition developed the Control platform to simplify complex risk management tasks, resulting in enhanced user engagement and improved outcomes in policy renewals and claim reductions.
