MIAFS, the insurance company behind Piper, sought to A) automate processes internally to create efficiencies and B) improve customer experience around key routine tasks. MIAFS wanted to accomplish these goals via a highly accessible virtual assistant.

To bring Piper to life, MIAFS needed an partner with deep chat application experience to not only develop an MVP version of Piper, but also identify necessary features, help build a roadmap, and continuously iterate based on feedback.

Post-discovery, it was clear that the most efficient approach would be to build Piper as a text-based chat application. One of the primary motivations of choosing text was to ensure the lowest barrier to entry for their customers -- many of whom are not digital natives.

The MVP would focus around six core actions, including:

- Helping users get their insurance card
- Get a new quote
- Add a new vehicle
- Update their lienholder
- Refer a friend
- Update contact information.

Once a user decided which action they wanted to take, they would be given a link to a private landing page to complete their action. For security purposes, each landing page would generate a unique access token with a <2 hour expiration.