Industry

Insurance

Client

Insurance Co.

Services

Research + Visual

Date

September 2024

Bringing clarity to a fragmented insurance experience

Bringing clarity to a fragmented insurance experience

The Service Experience team relied on an outdated and fragmented ecosystem to support critical agent to customer moments.

The Service Experience team relied on an outdated and fragmented ecosystem to support critical agent to customer moments.

Method partnered with the Service Experience team to assess the current state of servicing clients, surface root problems, and create a future-facing vision that could align stakeholders and guide investment.

01
Research
We conducted customer research, synthesized insights and mapped the current-state customer experience.
Service blue print
02
Strategize
03
Visualize
01
Research
We conducted customer research, synthesized insights and mapped the current-state customer experience.
Service blue print
02
Strategize
03
Visualize

Through interviews, service call shadowing, workflow analysis, and tool reviews we found...

Through interviews, service call shadowing, workflow analysis, and tool reviews we found...

Friction across systems and processes

Friction across systems and processes

Friction across systems and processes

Simple customer requests often required navigating multiple systems, re-entering information, or tracking down context from previous interactions.

Task completion over thoughtfulness

Task completion over thoughtfulness

Task completion over thoughtfulness

The service team was incentivized, trained and evaluated for speed and compliance over ownership and empathy

Reactive rather than proactive servicing

Reactive rather than proactive servicing

Reactive rather than proactive servicing

Processes were optimized to respond to regulatory requirements or inbound customer requests, leaving little room for anticipation, continuity, or proactive care.

Creating a framework for resolution

Creating a framework for resolution

Research was translated into a living service blueprint—an end-to-end view of people, processes, and tools. This aligned stakeholders and guided decisions on tradeoffs and change sequencing.

Research was translated into a living service blueprint—an end-to-end view of people, processes, and tools. This aligned stakeholders and guided decisions on tradeoffs and change sequencing.

We identified high-impact touch points where quality of experience influenced customer trust, loyalty, and resolution outcomes. This focused our investment.

We identified high-impact touch points where quality of experience influenced customer trust, loyalty, and resolution outcomes. This focused our investment.

Given the scale and complexity of the organization, prescribing specific solutions would have limited long-term usefulness. Instead, we developed a set of research-driven experience principles to guide decision-making across teams, tools, and initiatives.

Given the scale and complexity of the organization, prescribing specific solutions would have limited long-term usefulness. Instead, we developed a set of research-driven experience principles to guide decision-making across teams, tools, and initiatives.

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Applying the Framework.

Applying the Framework.

The blueprint provided clarity, moments that matter provided focus and the experience principles created a heuristic guide to solutions. We combined these tools to show how they could solve real use cases across the service journey.

The blueprint provided clarity, moments that matter provided focus and the experience principles created a heuristic guide to solutions. We combined these tools to show how they could solve real use cases across the service journey.

Our work established a durable foundation for transformation

Our work established a durable foundation for transformation

This engagement demonstrated the realities of driving innovation within a highly regulated, operationally complex industry. While not every systemic issue could be immediately addressed, the team now operates with:





A shared understanding of the ecosystem


A prioritized view of experience leverage points


A guiding set of principles for future decision-making


A credible vision to anchor ongoing transformation





This foundation continues to shape how the organization approaches service innovation and experience strategy.

This engagement demonstrated the realities of driving innovation within a highly regulated, operationally complex industry. While not every systemic issue could be immediately addressed, the team now operates with:





A shared understanding of the ecosystem


A prioritized view of experience leverage points


A guiding set of principles for future decision-making


A credible vision to anchor ongoing transformation





This foundation continues to shape how the organization approaches service innovation and experience strategy.

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