Experience & Service Design

Insurance Service Design

About the project

Context

The client was looking to improve the claim experience for customers while reducing costs.

Solution

We worked with technology and business teams to design experiences to improve the customer experience while reducing costs.

Results

NPS improved by ~20 points during the engagement.

View Live Project
Service
Experience & Service Design
Client
Australia New Zealand General Insurance Company
Industry
Financial Services
Release
June 2020

Client reviews

Developer
“We approached Human Digital with a design thinking challenge. They quickly grasped the challenge and offered a great visual proposal that captured our outcomes and thoughts.”
Program Director
“Human Digital’s work was met with praise and appreciation. The team is efficient, knowledgeable, and patient. Customers can expect a focused team that helps every step of the way.”
General Manager
“The website has received overwhelmingly positive feedback from Australasian dealers and foodservice consultants.”
Motor Assessor
“Excellent pre-arranged topics and brief. Excellent range of people from across the business. Good constructive ideas and discussions around these.”
Product Manager
“I like the way you think outside the box and challenge the norm...  you embody a team player... you’ve always centered on the best outcome for the team.”
Executive Manager
“I appreciate that the project is a challenging one and you have put in many hours, working collaboratively and creatively to find solutions to help us get to this point."
Digital Manager
“I admire your ability to gather information, reach out to stakeholders and multi-task! I have definitely learnt a few things from you and am looking forward to our future collaboration!"
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