CASE STUDY:
CLIENT

North American health insurance company that provides coverage to over 100 million Americans
SITUA­TION

Plan members were frustrated with emphasis on costs and a lack of empathy in many difficult situations involving health and family members. Marketing and brand executives were engaged in how to make things better end-to-end, from message through process, for an overall customer experience that would address member feedback.
OBJEC­TIVE

Develop an end-end customer experience based on member feedback survey data and input from a broad cross-section of stakeholders and executives in order to align on the going forward model and approach that the entire organization would need to implement.
WHAT WE DID

As part of a collaborative team, facilitated design sessions and journey mapping for end-to-end customer experience and supported corporate stakeholders in socializing the proposed vision with all groups within the organization. 
  
OUT­COME

 Organization used the brand vision and value proposition to re-align marketing strategies and planning for the next 3 years and better incorporate perspectives of both customer personas and key stakeholders in the roadmap.
  