Creating individual videos for 100k customers

Working in partnership with Idomoo, VPI created the personalised animation below that was sent out to 100,000 of Co-op Insurance’s customers. The video was used to increase engagement with policy documentation, continue reading to see statistics on the impact that these videos had.

“Vox Pops used our brand guidelines and personalisation software to create an animation for customers that explains complex insurance information in a simple way. They worked fast, iterated quickly and delivered an end-product that’s really added value to the customer journey.”  Daf Singleton – Service Design Lead @ Co-op Insurance

Project Overview

Co-op Insurance had the objective to become more transparent with its members and customers, including clearer communication relating to its business and products.

It had been acknowledged that some customers were not engaged with policy documentation. They would purchase car insurance but ‘sleepwalk’ through the quote and purchase without a clear understanding of what they were and weren’t covered for. 80% of Co-op members participating online said that they would watch a film that outlined the details of their policy, so VPI were called in to meet this need.

Co-op decided to test a new approach – to send personalised videos out to 100k new and renewed policy holders, to communicate policy information in a more engaging way than standard text documentation. They commissioned us to create a 90-second animation, which would be personalised to each customer depending on their variable data, such as name, policy date, and optional add-ons.

Impact on subscriber engagement

Customers received an email containing their personalised video shortly after renewing or purchasing a new policy and the feedback has been overwhelmingly positive.

The post-video survey showed that 85% of customers answered ‘yes’ when asked if they found the video useful and further survey results tell us many think it is ‘a brilliant idea, much better than reading a letter and much more user-friendly and will be excellent for people with reading difficulties too!’

Further analytics showed that over 75% of customers watched the videos to the end, which shows the increase in engagement Co-op were looking for. This high completion rate, along with the positive feedback from their customers shows the value that these videos add to the customer journey.

Do you have an idea in mind?

If you have been searching for a way to increase subscriber engagement and this case study has sparked an idea, please use the form below to get in touch and find out more. Alternatively, you can find more information on our website by visiting our personalised animation service page.

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"The Vox Pops team were very helpful from start to finish and I'm happy with the end result."

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"The ability to connect with consumers without having to really think about it is a huge benefit to people... It is having a really tangible impact."

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"The end result was great, much better than expected. VPI were extremely supportive and professional."

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"Vox Pops were brilliant at keeping us updated and completely understood the time pressures that we were facing. They understood our vision for the clip and did a brilliant job of making suggestions."

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"Fantastic experience working with the Vox Pops team. Completely painless process and delighted with the final product. Thought they challenged appropriately where required and provoked some good discussions around content. Look forward to working with again very soon."

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"Fantastic work, speedy delivery, flexible approach to a challenging brief. Really excellent work all round from VPI. We were really happy with the outputs with no complaints."

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"Team answered my request quickly and directly understood needs and requirements thus requiring little involvement from me."

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"This was a great project for Innocent and Vox Pops. The film created, really brought to life our consumer and was executed in a way that felt professional, creative and very on brand."

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"Easy to work with and quality of output is high."

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"Great - worked with you before so as expected great output and quick to brief."

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"From start to finish the project went well and the end result is really impressive - it showcases the Go Think Big programme in a clear, concise and engaging video, which we haven't been able to do for quite a while. "

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"The project went really well & was exceptionally quick. The service was very personable and the team really listened to our requirements and designed the project around us. I really have no criticism or constructive feedback because from beginning to end it was very easy to do business with you, you produced an animated video that exceeded my expectations and you were great to work with."

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"The project was seamless and progressed according to plan."

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Project rating: 9/10

"Great team so polite friendly and helpful. Great follow up too with edits."

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"The team were all fantastic - very efficient and helpful. We're absolutely thrilled with the end result and look forward to using the video in a variety of ways (on our website, including it in proposals and presentations etc)"

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"Vox Pops were excellent to work with, understood clearly what we wanted and got us to a final product that was very well received. In terms of things to improve, these were pretty minor."

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"Lovely team to work with, very organised and precise. The client loved the end result and we loved it too!! Great work guys!"

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"Excellent quality and very good support."

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"Vox Pops were very helpful, had good insight and provided useful feedback and recommendations. The project was delivered in the timescales agreed which were quite tight! Kept in regular contact and I knew where we were up to at each step of the way."

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"Really pleased with VPI's ability to work with our very tight timeframe, the drafting of a discussion guide which really helped us time-wise and the final outputs!"

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"Excellent service and very helpful especially with editing and helping with expertise to get us to the desired outcome"

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"VPI really understood the brief and what we were trying to achieve with this voxpop. The process was smooth, well run and we're really pleased with the final product."

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"Smooth process, flexible team adapting to our needs. Quick response and good understanding of our objective."

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"The end result was completely on point and lived up to our vision we had for this from the very beginning. The briefing process was simple and we felt the team at Vox Pops agency were completely on the same page from the very start. Great team, great process and amazing result."

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"The project and end result was extremely positive, the team were very flexible and communicative throughout meaning we were all on the same page throughout the entirety of the project. Vox pops proved to go above and beyond for this project which was not straight forward."

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"Very good even in stretch timing - very good discussions with the team throughout the process."

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"The project and end result was extremely positive, the team were very flexible and communicative throughout meaning we were all on the same page throughout the entirety of the project. Vox pops proved to go above and beyond for this project which was not straight forward."

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