Rich Watson talks at ACORD’s Best Digital Customer Experience Symposium

Rich Watson talks at ACORD's Best Digital Customer Experience Symposium March 8th, 2018 London It was a pleasure to attend and present at the Best Digital Customer Experience Symposium

The survey and day details

Digital general insurance shopping is a highly competitive landscape, rapidly shifting to meet dynamic consumer demands and preferences. UK insurance shoppers have increasingly turned to online sources of information while making their purchasing decisions. In fact, 80 percent of motor insurance shoppers engage in research online, with 45 percent making the final purchase online.

Clearly, providing an effective and compelling digital customer experience is crucial. ACORD conducted an extensive study, identifying and screening over one thousand carriers, brokers and aggregators, and evaluating more than one hundred criteria across more than ten customer segments. Using a proprietary methodology, we assessed insurance sites based on measurable criteria around user experience, functionality, and underlying strategy.

At this symposium, ACORD will be presenting a full analysis of the study and its implications, and engage participants in further discussion on digital customer experience. We will also publish this information in an accompanying white paper.


We asked Arcticweb to redo our website and provide us with something we could easily manage ourselves. They did and we have been able to use it as a flexible and robust vehicle for carrying our business information ever since.

Rich has continued to manage our web site and business email functions for the last 6 years.

He is always quick to help us out and to address any questions we have. We can recommend him unreservedly.

Geoffrey Moss

Director – Behaviour & Learning Management

First and foremost, Richard is a great guy, generous with his time and always willing to share his considerable knowledge and experience.

Richard is passionate about designing fantastic user experiences. He is an expert in his field and the go-to member of our team.

Richard understands UX to its core and executes it with ease. What’s brilliant about Richard is his ability to dissect a problem to get to the heart of the user need, then to turn that into a beautiful user experience. He provides creative direction for the product and is the first name on meeting invites. He is highly respected by the design team, management and stakeholders.

It’s been an absolute privilege working with Richard and I hope to do so again. I cannot recommend Richard more highly.

If you are a hiring manager, and want one of the best UX Designers around, call Richard today before someone else does!

Richard O’Dwyer

UX consultant

Richard is a highly talented UX professional.

A key member cross-functional agile design team Richard ensured that rational thinking, a constant focus on the user real requirements and a deep knowledge of user’s behavioural patterns where the key factors in the decision-making process in an otherwise traditionally technology-led business environment.

Fully committed to a User Centred Design approach Richard brought his vast experience in user testing to the table ensuring the success of a highly iterative design production cycle we setup for this project.

I hold Richard in very high regard and I’m looking forward in working with him again in the near future.

I would recommend Richard as a key member of any design team.

Sebastian Weston-Lewis

Associate Creative Director Experience Design at SapientNitro

I helped support Mike and found him to be enthusiastic and always innovative. Mike is one of those rare people who has a combination of excellent technical skills, strong customer focus and a creative ability that helps him come up with innovative solutions.

Simon Randall

Regional IT Operations Manager Asia/Pac – QAD

Mike is a first class business orientated systems expert. He has superb analytical skills and a pragmatic and smart approach to development. He worked on numerous systems around the world and was a real pleasure to work with.

Martin Davis

Regional Director at Freeman Clarke