Traditionally, insurance is a paper-heavy business. Severe industry-specific regulations and rather complicated processes require plenty of documents that are continuously increasing. Meanwhile, customers expect simpler processes of policy purchasing, claim filing, reimbursements, etc. Thus, insurers start investing in digitization, which means becoming paper-free and introducing new ways of customer engagement. UNIQA contacted DICEUS with a similar challenge. Although the company already has a mobile app, its users are not satisfied with how it works. As a result, UNIQA’s customers avoid using the app. Instead, they prefer calling the call center or using a Telegram chat. So, our client wanted to double the number of customer requests via a mobile app and decrease the overload on the call center. Since UNIQA didn’t know why people didn’t use the app, the DICEUS team needed to conduct a business analysis and figure it out.