Optimization for CX Flows of Insurance Customers / Employees

Optimization for CX Flows of Insurance Customers / Employees - header

The Project

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

The Solution

󰈈 Show Me Please

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 Payment
Mapped
Optimization for CX Flows of Insurance Customers / Employees - use case - making a payment
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Pain Points Identified
Optimization for CX Flows of Insurance Customers / Employees - pain points identified󰁅
Pain Points - Focused
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused󰁅
Use Case - Knowledge Assistant
Mapped
Optimization for CX Flows of Insurance Customers / Employees - use case - knowledge assistant󰁅
Pain Points Identified
Optimization for CX Flows of Insurance Customers / Employees - pain points identified󰁅
Pain Points - Focused - Section 1
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - section 1󰁅
Pain Points - Focused - Section 2
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - section 2󰁅
Pain Points - Focused - Section 3
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - section 3󰁅
Use Case - Login/Registration - Financial Annuity
Mapped
Optimization for CX Flows of Insurance Customers / Employees - use case - login - financial annuity󰁅
Pain Points Identified
Optimization for CX Flows of Insurance Customers / Employees - paint points identified󰁅
Pain Points - Focused - Section 1
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - section 1󰁅
Pain Points - Focused - Section 2
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused section 2󰁅
Use Case - Login/Registration - Group
Mapped
Optimization for CX Flows of Insurance Customers / Employees - use case - login-registration - group󰁅
Pain Points Identified
Optimization for CX Flows of Insurance Customers / Employees - pain points identified󰁅
Pain Points - Focused
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused󰁅
Use Case - Password Reset
Mapped
Optimization for CX Flows of Insurance Customers / Employees - use case - password reset󰁅
Pain Points Identified
Optimization for CX Flows of Insurance Customers / Employees - pain points identified󰁅
Pain Points - Focused - Section 1
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - focused - section 1󰁅
Pain Points - Focused - Section 2
Optimization for CX Flows of Insurance Customers / Employees - pain points - focused - section 2