Future-oriented Supplementary Insurance offering
Swiss Health Insurance
Development of future customer journeys to better align the business with the needs of the customer
Client
Swiss insurance company
Initial Situation
Enhanced customer focus
Our client wanted to align its business and offerings more closely with customer needs. We were therefore asked to develop customer journeys that reflect trends in customer needs and expectations. These future customer journeys should have an impact on the various departments (strategy and processes) within the company to ensure that the insurance company as a whole becomes even more customer-oriented in the future.
Approach
Definition of future customer journeys
The project was divided into four phases. In the first phase, we assessed the current state and gathered requirements and perspectives from various business units. Next, we worked with our client to prioritize the customer journeys with the greatest impact on customer centricity based on volume, business strategy, and challenges. In Phase 2, we systematically gathered customer perspectives through interviews, surveys, and best-practice research, with a focus on insurance requirements. In Phase 3, we iteratively developed the future customer journeys with relevant stakeholders, building a refined vision of how customers want to interact with the insurance provider in the future. Finally, we derived implications for each department within the insurance company and defined concrete actions.
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