Storytelling

The Challenge & Selection    The challenge I will share with you started with a client when we discovered a need in  insurance. Some customers had a difficult process in order to reach their insurance  company and have the damage and payment clarified. Customers had to use pen and paper  to contact their customer service representative. There was a great need for digital  upgrades in the event of accidents.     Our first challenge was to get an understanding of the process both for the client and the  customer. The insurance industry has high rivalry and as a result it is dependent on loyal and  happy customers. The problem and challenge for the insurance companies was that they did  not include their customer in the product innovation and process. Therefore, we had to  undergo a big design thinking approach with a storytelling mapping the customers pains and  needs for them to make product adjustments to fulfill the customer’s needs.   Our primary tool for visualization was storytelling.    Application    We underwent a big insight process with qualitative interviews with the customers. During  the interviews we saw that there were multiple pain points and needs that the customer  had during interaction with the company.   After all the interviews we synthesized the insights and found some key findings that we  believe could change the customers view of the customer service. We also made personas  so that the different customers could be reflected in these personas.   With those key findings we developed two different prototypes that could help with  multiple customer pains.   When we had uncovered customer journeys we mapped it our so that it was possible for  people to understand and empathize with their pains.     Insights    When presenting this to the client the storytelling was the tool that helped the client  understand the process that the customer went through.   When the client could comprehend the different customer journeys, they also understood  the pains that the customers had.   The client quickly was the value in this design thinking approach and how it helped the  company’s understanding of the customer and also the simplicity of visualization.

Approach    I think that storytelling is a good visualization and perfect tool for this story. It made the  client really experience the customers path when interacting with the client. It was a big  organization that had a problem with mapping out its flows in different departments. So this  tool they adapted and it was helpful for them in other departments.


Storytelling The Challenge & Selection The challenge I will share with you started with a client when we discovered a need in insurance . Some customers had a difficult process in order to reach their insurance company and have the damage and payment clarified . Customers had to use pen and paper to contact their customer service representative . There was a great need for digital upgrades in the event of accidents . Our first challenge was to get an understanding of the process both for the client and the customer . The insurance industry has high rivalry and as a result it is dependent on loyal and happy customers . The problem and challenge for the insurance companies was that they did not include their customer in the product innovation and process . Therefore , we had to undergo a big design thinking approach with a storytelling mapping the customers pains and needs for them to make product adjustments to fulfill the customer ’s needs . Our primary tool for visualization was storytelling . Application We underwent a big insight process with qualitative interviews with the customers . During the interviews we saw that there were multiple pain points and needs that the customer had during interaction with the company . After all the interviews we synthesized the insights and found some key findings that we believe could change the customers view of the customer service . We also made personas so that the different customers could be reflected in these personas . With those key findings we developed two different prototypes that could help with multiple customer pains . When we had uncovered customer journeys we mapped it our so that it was possible for people to understand and empathize with their pains . Insights When presenting this to the client the storytelling was the tool that helped the client understand the process that the customer went through . When the client could comprehend the different customer journeys , they also understood the pains that the customers had . The client quickly was the value in this design thinking approach and how it helped the company ’s understanding of the customer and also the simplicity of visualization . Approach I think that storytelling is a good visualization and perfect tool for this story . It made the client really experience the customers path when interacting with the client . It was a big organization that had a problem with mapping out its flows in different departments . So this tool they adapted and it was helpful for them in other departments .