Case Study

Insurance Provider: Consumer Walkthrough, Service Mapping and Benchmarking Process

What we delivered

  • The consumer’s process through the sub-processes of the business, and the various sub-steps within.
  • Experiential anecdote creation: enumerating the positive experience stories as well as the negative ones; to reveal the pleasure/pain points.
  • Culling out of the various minor and major clues revealed to them at various sub-steps and understand their impact on overall experience as enhancers/destroyers.
  • Mapping of hygiene expectations and enablers through hard measures: To uncover what the basic dos and don’ts are at each stage of the consumer journey - from awareness, through purchase, to maturity; moulding do-able action points to ensuring delivery of the same.

Benchmarking processes followed across stages with consumer experiences across other cos. within the category