Helping a major home and auto insurance company to transform into a customer-centric organization.

This monumental DesignOps and ResearchOps effort touched every level of their organization from Product Teams to Customer Service Representatives and Claims Agents and the Sales and Marketing Teams.

This transition was an internal culture shift towards Customer Strategy, which was supported by developing new ways of working, ongoing training, and education.

Enabling informed decision-making with research-based customer insights and impacting the strategic roadmap based on the value it would provide to customers and the effect that may have on the business.

To become a customer-obsessed organization, everyone at the company needs an understanding of the holistic customer experience.

Creating an interactive Customer Experience prototype that anyone from executive leadership to new hires can access, explore, and understand the customer ecosystem freely.

With a better understanding of the holistic experience and which touchpoint will have the most significant impact on the customer, the organization was able to focus its priorities on an informed long-term strategic roadmap.

Leveraging research-backed insights to optimize the experience for customers.

For insurance customers getting into a car accident may quite literally be the worst day they experience in their lifetime depending on the severity of the incident.  Providing customers with the information, tools, and support needed to give them peace of mind and build trust.

Providing agents with a window into the customer’s experience.

In the insurance industry, it is commonly understood that Claims Adjustors have one of the most challenging jobs. Re-envisioning their existing CRM platform with a focus on improving the lives of agents and providing them with the tools they need to manage cases quickly and effectively.

Agents are often playing phone tag with their customers, leading to frustration, high call volumes, wasted time, and an overall negative experience for both agents and customers.  Many of these problems can be solved by providing the customers and agents with ways to work asynchronously, or scheduling time to work together.