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We were brought in to conduct a deep-dive investigation into the risk insurance journey for a major client. The process was complex, involving multiple touchpoints and stakeholders, and the organization needed clarity on where the experience was breaking down and how to fix it.
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To help the client internalize the issues uncovered, we developed a detailed Customer Journey Map that visualized every interaction, emotion, and opportunity across the onboarding process. This tool enabled stakeholders to clearly identify where pain points occurred, understand the gap between customer expectations and actual experiences, and uncover opportunities to simplify, support, and personalize the journey for greater impact.
Based on the insights gathered, we developed a roadmap to transform the onboarding experience into a modern, customer-centric journey. This included introducing hyper-personalized onboarding flows, streamlining adviser handovers through unified digital tools, empowering customers with on-demand access to their application progress, and creating intuitive, mobile-friendly experiences that align with the expectations set by today’s leading digital brands. Ultimately, customers no longer compare your service solely to direct competitors, they measure it against the seamless, on-demand experiences offered by companies like Amazon, Netflix, and Uber. To earn their trust, insurance providers must deliver digital journeys that are just as effortless and personalized.