The C-SAAF Remote is a web-based consulting system developed by Sony Life Insurance Co., Ltd. which allows for a complete range of services from consulting to various contractual procedures. In order to provide services equivalent to in-person consultations, we analyzed the necessary functions and optimized usability, for remote consulting.
We also analyzed the interview needs of various customers, as well as the entire flow for guiding customers through connection, interview, and contractual procedures. Based on our findings, and the concept of "digital professionalism," we designed the ideal user experience for remote consultations by going beyond the typical assumptions for use in teleconferences.