Background

Through research and subsequent customer segmentation developed by my design team, we had a clearer picture of what different customers wanted. We now had to take those leanings into the design process and improve service outcomes and quickly!

The Project

The iCare customer experience for large employers was well below customer expectations, and the business was at risk of losing some of its largest customers. The challenge here was to convert those learnings into improved service outcomes - and quickly! 

The Goal

To identify multiple service improvements that could be delivered without changes to the technology stack. We needed to have a mix of quick wins and high value improvements that could be immediately implemented.

The Project

The challenge for this project was not only to identify high value service improvements, but in a large organisation like iCare, we needed to have buy-in from both, the delivery team and senior management, to ensure our recommendations would actually get delivered. 

The Process

01: DISCOVERY - Mapping the current state service visually to identify what's working and what's not for the iCare customer and to understand how people, processes and systems come together to deliver the existing service.

02: CO-DESIGN IN SPRINTS - We ran a series of collaborative sessions, engaging front line and delivery and tech teams to help us understand the business capability and external design constraints such as legislation or industry regulation. 

03: VISUAL LEARNING - We documented the services as we went on a massive journey wall in the middle of the Public Indemnity workspace. We mapped out a visual blueprint for the existing large employee experience and a “back office” map for how it was being delivered. This meant we could map what we wanted from a new improved service, to how it was to be delivered. 

04: PLAYBACKS - Key recommendations presented visually to the CEO and product team. 

The Result: Within 8 weeks we developed a vision for improved services that were endorsed by both the executive and delivery teams. This work enabled the business to execute quickly with a direct and immediate customer benefit.