Optimization for CX Flows of Insurance Customers / Employees

The Project

Look at several key pain points identified by business leaders and find ways to optimize processes.

The Solution

󰈈 Just Show Me

Methods

Tools

  • Miro

The Outcome

Several opportunities were found to save hundreds of thousands of dollars while optimizing the customer and employee experience.

My Role

As project lead, I created the service blueprints. I also remotely facilitated the meetings with SMEs to identify pain points, which were then translated into actionable items.
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Use Case - Making A Pament
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Pain Points Identified
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Pain Points - Focused
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Use Case - Knowledge Assistant
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Pain Points Identified
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Pain Points - Focused - Section 1
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Pain Points - Focused - Section 2
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Pain Points - Focused - Section 3
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Use Case - Login/Registration - Financial Annuity
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Pain Points Identified
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Pain Points - Focused - Section 1
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Pain Points - Focused - Section 2
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Use Case - Login/Registration - Group
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Pain Points Identified
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Pain Points - Focused
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Use Case - Password Reset
Mapped
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Pain Points Identified
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Pain Points - Focused - Section 1
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Pain Points - Focused - Section 2