health insurance customer experience


As part of a broader customer experience strategy, the client wanted to identify a "stretch goal" future state for the customer experience.


Creation of customer journeys and service blueprints across all channels for key transactions; highlighting the key business benefits and process dependencies.


By clearly articulating the business and customer experience benefits, the client was able to build buy in with client executives to support investment in the approach in the next financial year.


  • Customer experience review across processes and platforms
  • Identifying and articulating the future customer experience through journeys
  • Developing service blueprints
  • Presenting the future experience to client executives