The platform we designed was composed of three layers working together to deliver a full-suite view:
Integrated Experience: All systems are connected into one seamless portal with dashboards designed for sponsors and for case teams.
Offerings and Services: The company´s expertise is embedded into a tailored sponsor experience supported with differentiated services and offering design.
Technology: Organizational configurations and back-end technology systems to fully support a leading practice of innovation.
The design of a digital tool was instrumental to support case teams in the end-to-end process, and to provide a seamless and guided experience for sponsors and buyers. This platform aimed to:
Deliver a compelling experience walkthrough of the process and services
Leverage modular packages that engages sponsors proactively and eliminates rework
Empowers staff to become a team of doers through an agile team model
Create partnerships with data solutions vendors to streamline the process, thereby, creating sticky relationships with sponsors
Helping an insurance company lead the marketplace by delivering exemplary service through leading-edge offerings, a robust platform, and an agile workforce
Leveraging design and systems thinking to develop a breakthrough innovation platform to transform the group insurance installation process for both sponsors (buyers) and the insurance company’s staff
Role: Design Consultant
Vehicle for Change
The process of installing group insurance is time consuming, complex and very laborious for both the companies buying the products (sponsors) and the case staff (insurance company). Due to the large amount of bottlenecks, dependencies and disconnected systems teams tend to do a lot of workarounds and behind the scene heroics. During a 9-week period our team focused on designing seamless and guided experiences for sponsors and case staff, and created comprehensive solutions to reach scale and growth in the marketplace. To do so our team:
Conducted 46 interviews with a range of roles and titles within the insurance company, with sponsor organizations, and with consultants to better understand the needs of the diverse stakeholders.
Synthesized and visualized initial concepts with key stakeholders with the goal of leveraging field, secondary and primary research and to garner deep insights about end users during the co-creation workshops.
Designed and facilitated a Research Immersion workshop, and a concept development workshop. We used a variety of frameworks and tools to reach breakthrough innovations
Concept development brief outlining key themes, highlights from interviews, analogous and market research.
Research immersion and concept development workshop.