For the Counselor, By the Counselor
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GEICO is on the EDGE of rolling out a new auto service application countrywide, an easy-to-use system created with the agent in mind. What you may not know, however, is that the minds behind this agent-centric application includes over 700 auto service associates who are participating in Voice of the Counselor studies.
Voice of the Counselor (VOC) is an initiative that brings counselors directly into the application development process. These associates, also known as VOCalists, began testing the EDGE application in June 2015 by participating in usability studies. After each study, they had the opportunity to provide feedback regarding their experience with the app.
The goal of the program is to improve the applications that counselors use each day by obtaining feedback from the counselor’s point of view, and most of this feedback helps GEICO build future iterations. “Associate feedback matters,” explained VOC analyst Katie Knutson. “The feedback we received from EDGE studies have made the system better suited for day-to-day processing.”
One system feature influenced by VOC is the consolidated summary page. While not all counselor recommendations resulted in alterations to EDGE, the participation of VOC associates proved to be a positive outcome for the system’s creation.
Lakeland service counselor Karen Ednie described her experience with VOC as an opportunity to be a part of the creation of EDGE from the very start. “I get to see the new program in advance and get a chance to make it better before release,” Ednie stated.
by Lee Jones
Find your own Careers Unexpected at GEICO today! Join us at geico.careers.
