Improving the Insurance Service Experience

A major Canadian insurer was seeking to improve the service experience for customers. Through a human-centred design lens, The Moment conducted a series of customer research and human-centred design projects to understand challenges and identify key opportunities.  

As a Senior Innovation Designer (Associate), I co-designed research approaches, developing and leading interactive virtual customer research sessions. I also facilitated co-creative sessions with internal stakeholders to develop design concepts further. 

Insights synthesized from the research were used to create customer journey maps, personas, and insight reports along with actionable design principles and recommendations. The client is using these learnings, while continuing to engage our team in more insurance design projects.