Transforming the Customer Experience of Financial and Insurance Services

Design of customer service strategy

Liberty Life Insurance

South Africa 2015

 Call centre agent systems assessment

Call centre agent systems assessment

The challenge

To develop an engagement and service customer strategy advising on 7 different digital and non-digital services for a top leading financial and insurance service provider.

A human-centered approach that led to change

This project combined user research and design thinking through to the ideation of possible concepts to improve and digitise the customer experience across different departments in this financial institution.

The execution included:

  • B2B and user research with the call centre and branch capability and insurance policy customers

  • Digital systems assessment across services

  • Stakeholder interviews and co-creation workshops

  • Analytics of platforms

  • Personas, journey maps and concepts ideation

  • Strategy development.

The solution

The implementation of the customer experience strategy implementing changes in the execution of a number of services, starting with the restructuring of the call centre in the organisation.