CASE STUDY

Leading Insurance Company Implements Customer Centric Business Design

Background

A leading insurance company had launched a significant effort to develop new products and services. However, development times were too long, and results were significantly behind schedule. There was a gap between the high-level, strategic vision and operationalizing the strategy. Voice of the Customer was reactive and late in the process.

Solution

An assessment identified opportunities for improvement throughout the design and development process. A customized methodology was then developed to start with the Voice of the Customer and drive structure and clarity throughout the process, while simplifying business processes across all lines of business and channels.

Results

Customer Centric Business Design was implemented with end-to-end strategic designs as well as focused product development efforts. Understanding of the customer experience across multiple channels drove innovative solutions. New digital products were created. Hundreds of Lean/Six Sigma process simplification ideas were identified and implemented.

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