Retail Insurance Company
/ 6-week Customer Experience Sprint
/ Objective: Identify where the greatest NPS impact can be made in the member claims experience.
While at Deloitte Digital I partnered with 20+ Fortune 500 companies to conceptualize, visualize, and develop innovative services and products while applying a human-centered design lens.
Due to confidentiality agreements I am not able to share client names, project details, or visuals. But, I’m more than happy to talk through this experience and frameworks used to reach success!
Retail Insurance Company Seeking to Improve their Claims Experience
The team set out to identify where the greatest NPS impact can be made in the member claims experience, rooted in member insights.
Developed current state claims journey service blueprints to understand experiences and pain points.
Determined opportunity areas by triangulated data onto the service blueprints. With NPS scores and member feedback to uncover a correlation between hard NPS data and experience data.
Developed opportunity areas based on prioritized pain points and NPS data to gauge impact.
Led co-creation with members for improvement ideas, led an internal ideation session, and designed concept one pagers that were used to ‘shop’ the idea around the organization to gain funding.
Incorporated previously conducted research to determine concept impact based on NPS scores and number of people impacted.