<aside> <img src="/icons/luggage_yellow.svg" alt="/icons/luggage_yellow.svg" width="40px" /> Colleagues from the APAC region reached for support with the clustering of customer insights and the creation of journeys.
Their final goal was to redefine and redesign the travel insurance experience. For this, they asked for support to follow a customer centric approach.
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Quick find:
Client: APAC BU, // Team: 4 Service Designers // Project Duration: two months project support // Goal: Support the creation of a Travel Journey
FACILITATE SEVERAL WORKSHOPS
The travel insurance retail platforms redesign, started with exploring the context of the customer. To collect the knowledge and learnings on the topic, we facilitated several workshops. We first split the high level travel journey into three sub-journeys.
<aside> <img src="/icons/bullseye_yellow.svg" alt="/icons/bullseye_yellow.svg" width="40px" /> GOAL
Redefine the travel insurance retail platform experience.
Support the clustering of insights, and facilitate workshops to define actionable journeys.
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SYNTESISE INSIGHTS
After the workshops, the outcomes were analysed, and insights and opportunties for improvements were identified.
FACILITATOR
I set up and facilitated two workshops of both 3 hours, for two sub-journeys. Part of this workshop was to collect as many insights and knowledge of the participants on the subject. Besides, it was also a moment to identify potential customer needs, and opportunities for further exploration.
The workshops existed of a total of 6 hours, divided into two moments: a preparation and first ideas workshop, and a follow up session to deep dive and add the details.
SYNTHESIS
I analysed the previously created insights, and the input generated during the workshops.
To provide the teams with actionable insights, I simplified the journeys, identified critical moments that matter, and identified four main topics and needs for improvement - guiding principles (e.g. ‘frictionless interaction’, and ‘in-context support’).
For each of the four topics, I provided an explanation, examples, and opportunties for improvement.
DESK RESEARCH
Gather insights & input during three workshops, to explore and define the potential to-be Customer Travel Journey
Define a to-be Customer Travel Journey, existing of the sub-journeys for ‘Quote & Buy’, ‘Inquiries’, and ‘Claims’.
Define two personas to empathise with, and create an experience for throughout the journeys.
WORKSHOPS
Facilitate three workshops to collect the current knowledge and assumptions related to the sub-journeys.
The workshops existed of
Due to sensitivity of the project, no images can be shown