Company insurances that changes with your company.

All your company insurance organized in a single insurance package that grows with you. Create your insurance package.

 

My Role

Enable Service Design and Concept Design to optimize company insurances this bank offers together with the insurance company Interpolis. Hypothesis was that they needed a mobile app to optimize the user experience.

With the user insights, analysis to get stories, I designed a concept. With Service Design we build the customer journey to get insights where optimizations could be made in the funnel to get the customer to buy company insurances.

 

 

The Challenge

Digital transformation

Online sales. A better user experience. The website needed to be rebuild and there should be an matching mobile application to buy insurances.

 

 

Approach

CX optimization

This bank conducts their own customer journey method to optimize the Customer Experience. A Customer Journey is the sequence of interactions between customers and banks in targeting, purchase, use, or closing a product or service. Customer journey's help customer Rabobank to view themselves from a customer perspective, rather than from their own processes. A strong way to put the customer really central.

Important tool is a customer Journey map.

A Customer Journey Map is a structured and vivid visualization of the customer experience when using services of this bank. The touchpoints (of contact between the customer and the service) are placed in order and equipped with the so-called voice of the customer and the emotions of the customer so that the "journey" of the customer is clear. The result is an accessible and detailed visualization of the interaction between customer and bank and additional emotion.

Customer Research

The results of the research focuses on the needs of the customer to seal and enclose business insurance so that they can be integrated into the development of a mobile version of the website Zeker van je Zaak.

Scoping

This is a visualization of the relationship between the various journeys in the Customer Life Cycle: From awareness until terminating the service. In this fishbone can be specified which Customer Journeys can be reviewed and altered.

 

 

 

 

Customer Journey Map

The Customer Journey Map has some solid components, also known as the swimming lanes. From the top down.
Swimming lanes
Emotions: Customer emotion at every step in the journey.
Narrative: What does the customer? These are the actual steps of the customer journey.
Touchpoints: How has the customer interacts with the bank or other actor in the customer journey. Below the map is a list of touchpoints we distinguish.
Channels
Ideas

 

 

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