Upgrading the home insurance claims experience for customers?
Industry: Insurance
Keywords: Workshops, Digital Transformation, Journeys, Stakeholder interviews ,Home Insurance, Human Guidance, Vulnerability, Service blueprint
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Challenges:
How might we upgrade the claims experience for both banking customers with insurance products and insurance policy customers only?
The Insurance client was looking to upgrade its claims experience for customers.
Using digital solutions and adapting service to clients needs, LBG wants to give their clients a fast and seamless claim process.
Approach:
Be experienced in hosting and facilitating client workshops for Claims process Improvement & Ideation
Collaborate with Solution Architects, Data Analytics experts, and Business Architects for feasibility alignment and ongoing improvement approach
Potentially inform and/or take part in upfront Design Research activities
Map target state service blueprint(s) for stakeholder alignment and single-source of truth in terms of target E2E processes
Inform the release strategy, and visualise an upcoming release-‘vision’ to provide a base for a common source of truth and release understanding
Regularly align and update with Design teams from other program-streams and client side to ensure a consistent customer experience throughout
Collaborate with UX, who will translate customer facing journeys/processes into UX prototypes etc.
Experience in the field of Insurance and claims service management is beneficial
Occasional travel to client (Wales) is to be expected
Be willing to work on the client’s infrastructure (Invision FreeHand etc.)
Outcome:
To help map what the future looked like first we needed to understand the current experience, including pain points and opportunities. As well as incorporating customer research insights.
Once we had that we could start to map the future customer experience based on their needs.
From there we mapped what was needed from operations to help deliver on it.
Taking into consideration the operations team’s needs, pain points and opportunities.
Once we had that we could start to build up what technical capabilities were needed to help deliver on this vision.