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  • Skyrocketing Productivity with Automated Data Entry

    Skyrocketing Productivity with Automated Data Entry

    Our three-part blog series discusses how three areas, three areas: people, process and technology work together to bring your business the best solution for your complex business problems.
    Some things are just better together.

    Peanut butter? Great. Peanut butter and jelly? Match made in heaven. Peanut butter and jelly on bread? Boom.

    We often take that third ingredient, the bread, for granted but add that, and you have less of a mess on your hands (literally) and a portable vehicle of deliciousness.

    Alone, all of these ingredients are great. There are moments that each shines brightly on its own. But sometimes, you just need sweet and savory delivered on a couple of slices of perfection. Who’s having PB&J for lunch now?

    In consulting, this is also true when it comes to solving complex problems for our clients. It’s better together. In this three-part series, we’ll talk about how people, process and technology can combine to provide your business with a complete solution to your most complex problems.

    In this series, we’ll be focusing on three areas: organizational change management (people), process improvement (process), and data and analytics (technology). Again, alone, all three of these offerings can do wonders for your organization and can make complex or challenging problems easier. However, combine the three, and you’ll arrive at an even stronger solution that will truly transform your business.

  • Communicating Change: Three Tools You’re Probably Not Using

    Communicating Change: Three Tools You’re Probably Not Using

    The insurance industry is ripe with opportunities to create better experiences through customer journey mapping, a proven method of capturing and meeting customers’ needs.

    For decades, most insurance companies have relied on agents to work with customers, and few customers look forward to incidents that force them to call their agents.

    However, that model is changing as insurers add more digital tools that allow customers to interact through multiple channels and along nonlinear paths. One simple example: a car accident victim might file a claim through their phone app, talk to their agent by voice, and coordinate repairs through email — all while expecting the same seamless service they enjoy when shopping online.

    That’s why the smartest insurance companies are exploring customer journey mapping (CJM), a proven approach to understanding customers’ changing needs so insurers can build tools and processes to meet them.

    In this interview with journey mapping and persona development software company UXPressia, our Customer Experience Design practice Senior Manager Noah Grayson discusses the unique opportunities CJM offers insurance companies. The interview will also appear as part of a UXPressia white paper.

    Read on to learn why Noah believes that CJM can help you sort out your customers’ journeys and reimagine how you deliver smart, efficient end-to-end experiences that will give them a competitive edge.

    1. One of the dynamics of the insurance industry that makes journey mapping challenging is the coordination of activity between the carrier and the agent when an agent is involved in selling and servicing a policyholder.
    2. The agent’s role and involvement with the policyholder can vary from carrier-to-carrier or even agent-to-agent.
    3. It becomes essential to define personas at the start of the journey mapping exercise and develop persona specific maps.

    Associated with the above point, the other factor to account for in the journey map is the nonlinear or non-sequential activity that occurs across channels at several phases of the journey. For example, during the claims process, a customer may bounce from interactions with the carrier, agent and digital tools in different sequences. It is important to isolate behavior patterns across channels and use these patterns in the attribution or definition of personas or archetypes. It is also important to visually depict how stakeholders use these various channels during a journey phase to help the organization better optimize the integrated use of each channel.