Insurance still feels old‑school for many customers: paper cards to dig out, long calls to make, and complex policy details to manage. Goosehead Insurance saw an opportunity to deliver a better experience for its clients. In early 2024, our product strategy and design team partnered with Goosehead to formulate a new, digital-first experience, centered on a mobile app that puts clients in control. We invested heavily in customer and market research, shadowing agents, analyzing competitors, and mapping user journeys, to ensure the new app would deliver value for Goosehead’s clients.
Customer-Centered Design and Delivery
Our team was embedded with Goosehead’s team from day one, guiding the project from initial concepts to a live product. In an intensive five‑week sprint, we worked closely with stakeholders to define core features and build an interactive prototype. We translated high-level strategy into detailed wireframes, usability tests, and a clear roadmap, validating each idea with real clients and even shadowing service agents to see pain points firsthand. The result was a solid foundation for full‑scale development that would make insurance simple and transparent for every Goosehead client.
Fueled’s team translated the design vision into an app loaded with customer-friendly features:
- Centralized Policy Hub: Insurance policies live in one place, with clear summaries, status updates, and even embedded tips that simplify insurance jargon. Clients see active policies front-and-center and can pull up past policies for reference, giving a full picture of their insurance history.
- Digital Insurance: Policyholders can view or download their auto insurance information right in the app, and even add it to Apple Wallet, so insurance is always just a tap away.
- In-App Chat & Support: An integrated chat connects clients instantly to Goosehead’s service team (or a smart assistant). Pre-filled context means agents see the user’s info right away, so questions get answered faster and customers aren’t left on hold.
- Effortless Renewals: The app highlights upcoming renewals and lets customers compare their options side-by-side. One tap confirms the renewal, or they can easily chat with an agent first. We designed guided flows and data-driven insights so customers (and their agents) clearly understand each policy’s benefits and why a recommendation makes sense.
- Guided Claim Support: After an incident, the app provides a step-by-step Claim Guide. It walks clients through what information to gather and what happens next — empowering clients to take action with confidence.
By focusing on what policyholders care most about, we crafted an experience that makes complex insurance tasks feel intuitive. We broke down industry jargon into clear language and placed key actions (“View Card,” “Renew Policy,” etc.) just a tap away.
Transforming How Goosehead Serves Clients
Goosehead’s clients now have access to their insurance needs in the palm of their hand. No more waiting on hold or rifling through paperwork; just instant policy summaries, insurance information, and expert help ready to go in the app. Our team’s work on this project exemplifies our philosophy at Fueled: we bring deep product strategy and design chops to every partnership and execute as if we’re part of the internal team. The Goosehead mobile app launch not only delivered a polished user experience, it transformed how the company serves clients digitally.
Enterprises thrive when strategy and design work hand-in-hand. By combining disciplined planning with agile execution – from discovery to design sprint to final release – organizations can innovate at scale. Our approach shows that even large companies like Goosehead can move quickly: aligning teams on the right challenges, prototyping quickly and boldly, and delivering polished, design-led solutions that make an impact.
Read our new case study to learn more about our team’s work with Goosehead. If you’re looking to build customer-centric, UX-led products, we’d love to partner with you.
