xLab Teamed Up with Progressive to Solve Consumer Problems

Progressive Insurance and students from xLab teamed up last semester to explore and prototype concepts in the car-maintenance space that could solve consumer problems in new and innovative ways. 

The students were tasked with creating a value-added service utilizing existing Progressive software and accomplishing the following objectives: 
1. Foster a positive relationship with auto insurance customers
2. Extend the vehicle life of policy holders
3. Increase overall safety

Working together as a multidisciplinary team, the xLab students conducted interviews with target users and auto mechanics. Some of the common themes of the interviews were that car troubles are stressful, overwhelming and time-consuming. 

For their solution, the students developed a car-diagnostic tool utilizing Progressive’s familiar branding so that the end user would feel comfortable using and trusting it. 

After the completion of the designs and technical development, the xLab team tested with more than 25 target users to verify that the solution would be helpful. On a scale of one to five, users rated the tool a 3.8 in terms of ease of use, 4.3 for usefulness, and 3.9 for impression of the experience; 92% of them said that the process was completed in less than five minutes.

“Our partnership with the amazing students of xLab went far beyond my expectations,” said David Bilas, director of Progressive’s Digital Experience Advancement team. “We learned so much more than we anticipated, and we were incredibly impressed with each and every team member. I hope to have the opportunity to collaborate again.”