Global insurance group

Global insurance group

Re-thinking the agency experience

Re-thinking the agency experience
Re-thinking the agency experience

We supported a global insurance group in re-thinking the agency experience with the objective of improving both their commercial effectiveness and operational efficiency. We did so adopting a customer-centric, collaborative approach, involving customers, agents and a cross-functional team on the client-side.

We supported a global insurance group in re-thinking the agency experience with the objective of improving both their commercial effectiveness and operational efficiency. We did so adopting a customer-centric, collaborative approach, involving customers, agents and a cross-functional team on the client-side.

We supported a global insurance group in re-thinking the agency experience with the objective of improving both their commercial effectiveness and operational efficiency. We did so adopting a customer-centric, collaborative approach, involving customers, agents and a cross-functional team on the client-side.

We supported a global insurance group in re-thinking the agency experience with the objective of improving both their commercial effectiveness and operational efficiency. We did so adopting a customer-centric, collaborative approach, involving customers, agents and a cross-functional team on the client-side.

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Design Research
Service Design

Business Transformation

Design research
Service design
Business transformation

Design research     Service design     Business transformation

Design research
Service design
Business transformation

An inclusive approach

An inclusive approach

An inclusive approach

We conducted a number design research activities including agency visits, shadowing sessions, interview with agency employees, agents and their customers in order to identify key opportunities and needs. This inclusive approach was instrumental in bringing on-board all of the different roles impacted by change and turn them into catalysts of the transformation.

We conducted a number design research activities including agency visits, shadowing sessions, interview with agency employees, agents and their customers in order to identify key opportunities and needs. This inclusive approach was instrumental in bringing on-board all of the different roles impacted by change and turn them into catalysts of the transformation.

We conducted a number design research activities including agency visits, shadowing sessions, interview with agency employees, agents and their customers in order to identify key opportunities and needs. This inclusive approach was instrumental in bringing on-board all of the different roles impacted by change and turn them into catalysts of the transformation.

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Insurancegroup_mockup_01

Turning insights into solutions

Turning insights into solutions

Turning insights into solutions

Based on the prioritised insights, we co-created and designed a concept for a new, customer centric digital experience, aimed at improving both operational efficiency and commercial effectiveness of the agencies.

Based on the prioritised insights, we co-created and designed a concept for a new, customer centric digital experience, aimed at improving both operational efficiency and commercial effectiveness of the agencies.

Based on the prioritised insights, we co-created and designed a concept for a new, customer centric digital experience, aimed at improving both operational efficiency and commercial effectiveness of the agencies.

Insurancegroup_mockup_02

Key activities

Key activities

Key activities

In-field Research
Client Stakeholders, Agency Employees and Customer Interviews
Co-creation Workshops
Customer Journey Mapping
Experience Concept Design

In-field research
Client stakeholders, agency employees and customer interviews
Co-creation workshops
Customer journey mapping
Experience concept design

In-field research
Client stakeholders, agency employees
and customer interviews
Co-creation workshops
Customer journey mapping
Experience concept design


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