Caregiving platform for large North American Insurance provider
Challenge: How might we discover and build a new revenue stream for the insurance provider, leveraging their current assets?
Define the Vision
We begin by immersing into our clients business, understand the system and industry in which they operate, and dig into their existing and aspirational customers. We dive into their value chain to spot opportunities where they can build new business models.
Understand the Audience
Once we’ve identified the key opportunity we would like to pursue, we begin to deeply understand the audience in the space. We understand the mindsets of different groups of users, and the tensions between them. We understand what truly motivates their behavior and the context of that motivation.
UX Research - Survey Design, Ethnographic Research (Diary Studies), Mindsets
Competitive and Market Analysis
Design Strategy and Business Design in collaboration with CX and Strategy teams
Map the Experience
Once we’ve identified all of the stakeholders and understand their key pain points and behaviors, we begin to identify opportunities across their day-to-day journey. This helps us articulate a vision for a service that might address their root causes and pain points.
User Journeys
Systems Mapping and Opportunity Identification
Wireframe the System
When we have the right opportunities identified, and the key touchpoints across the service designed, we then begin to wireframe and plan out each of the tools and components needed for the platform.
Technical Requirements for SWE
Data Design and Collab with Data Science
Engage with key Hardware Partners, define technical requirements
Legal, ethics and business review
Design the Experience
In parallel, we’ve been building a set of design principles and a design system that will meet our intended audience and the needs of our experience. This is where we bring it all together into one thoughtful end to end experience that is optimised for the right users in the right context.
UI / UX Interactive Experience Design
iOT Device Experience Design
Wearable Design
Content Design and Strategy
Design System
Outcomes and Impact
Due to the thorough and compelling work of this cross-disciplinary product and project, and how well it was received by the Insurance client and their stakeholders, this project does now live in the world, and had an initial 50m in revenue for our team.
It has now also been copied by Amazon.