AT A GLANCE
Relationship

2016-now

Sector

Insurance

Services

Service Design, Service Safaris, Persona research, Ethnographic research

Key fact

3 Service Blueprints from two month research project.

Jelf, a leading insurance and employee benefits provider to UK SME’s, wanted to transform their customer servicing. In the first phase of this service design project, we conducted in depth research to shape their transformation roadmap.

2
months research
Extensive 2 months of research
4
service design phases
4 service design development phases
3
service blueprints
Linking Jelf's three business lines
12
personas
12 client and colleague personas