Ideal customer journey for an insurance company
Service Design
Research Planning
Recruiting Screener
Participatory Design Research
Qualitative Analysis
Synthesis & Insights
This strategic, insights-driven project sought to uncover and then map the ideal, end-to-end customer journey for a new model of insurance. The overall plan took place over many months with a team of people and used multiple rounds of participatory design research to collect stakeholder insights including needs, dreams, challenges, and pain points in order to bring the journey to life.
I was heavily involved in the front end of the project by preparing for a round of participatory workshops which were made up of diverse user groups from different markets.
I developed a recruiting screener so that appropriate participants would be recruited for the workshops, as well as collaborated in planning the workshop activities to help fill the gaps in the customer journey.
I was also involved in the analysis of the workshop results. This included an initial “on the wall” analysis session with other team members, followed by more in-depth analysis where the complex and messy data were coded, sorted, and synthesized into insights and implications for a future round of workshops.
