Re-imagining the motoring experience

CHALLENGE

Disrupting the insurance industry is no small feat. One well recognised insurance tasked our team with the challenge to help them own the motoring experience with Kiwis.

APPROACH

Imagining new concepts or service experiences required inputs from customers, experts and of course, the client organisation. We used Human Centred Design research methodologies and Participatory activities to uncover break-through insights that helped build a foundation for us to innovate from.

We ran several Concepting Workshops with key stakeholders and customers and generated an abundance of innovative ways of delivering service experiences, even creating entirely new service ideas.

Seeing the business stakeholders empathise with their customers and get excited to generate ideas was rewarding and refreshing.

OUTCOME

Based on opportunity areas identified in the research phase, we worked on developing and refining concepts based on internal and external knowledge and expertise. This generated several service scenarios that supported several business scenarios. Using visual tools and prototypes we helped our client, customers and stakeholders understand the possible experiences as well as assess the impact on the business and organisation.