2016-now
Insurance
Service Design, Service Safaris, Persona research, Ethnographic research
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.
The challenge
Jelf had a vision to create new and easier ways for their clients to do business with them. They wanted to complement and enhance the personal relationships their advisors have with their clients while taking into account the expectations of the modern-day customer. This work would create and influence a roadmap for transformational improvement.
Our work
The first phase of our work with Jelf was purely a research project. This was essential to outlining and providing the groundwork to drive their digital transformational programme. This involved conducting a two month research project to identify the ‘human’ needs of Jelf’s clients and employees.
A co-creation workshop conducted with the Jelf team
Using the ‘Service Safaris’ research approach, we explored and identified key client and employee experiences. At eight offices across four UK regions we conducted interviews and facilitated co-creation workshops.
Combined with extensive Ethnographic research and immersion activities, we were able to gather key insights to advise and deliver steps for their digital transformation.
The results
From eight weeks of research we analysed and synthesized findings into three detailed service blueprints identifying pain points, client and employee thinking and key digital opportunities. In conjunction with the blueprints, we outlined real world client and employee personas that would inform brand and digital marketing activities.
These findings influenced the development of Jelf’s roadmap for digital transformation and provided insight on their current digital maturity.
“As a business, we knew that our digital presence was well below that of our competitors. However, to truly transform, we couldn’t just catch up - we wanted to get ahead of the competition. When we first engaged Pancentric, they quickly understood this as well as helping us to understand how to focus on customer experience design in order to achieve outstanding digital execution. They helped us to build a roadmap for achieving our vision, while also fixing the most important issues as soon as possible.”