ACCELERATING INSURANCE OPERATIONS
Increasing life insurance & annuity process satisfaction
How I devised a research-backed strategic roadmap through a 9-week discovery phase.
THE CHALLENGE
A growing insurance company faced dissatisfaction among employees, agents, and clients due to outdated portals and disjointed communications.
MY ROLE
As the Lead Researcher, I conducted a 9-week discovery phase to develop a research-backed strategic roadmap.
THE APPROACH
COMPREHENSIVE RESEARCH
I conducted 34 interviews, analyzed 246 survey responses, and audited 24 competitors.
SERVICE BLUEPRINTING
I created detailed service blueprints with over 100 touchpoints to identify pain points.
FOCUS GROUPS
I validated findings and gathered additional insights from agent collectives.
THE SOLUTION
I created a comprehensive research-backed strategic roadmap that prioritized the nine most critical issues. The roadmap provided phased solutions for improving agent experiences and enhancing customer satisfaction while reducing operational bottlenecks.
KEY OUTCOMES
Strategic Roadmap: Delivered a prioritized plan addressing nine key issues with actionable solutions.
Enhanced Communication: Proposed streamlined channels to reduce confusion and improve agent confidence.
Operational Efficiency: Recommended process improvements to expedite application processing and reduce repetitive tasks.
WHY IT MATTERS
This initiative underscores my expertise in transforming complex research into strategic actions that align with business goals and user needs.
LET’S WORK TOGETHER
If you want to enhance user experiences and drive tangible business outcomes, I'd love to help. Let’s discuss your next project.
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