THE CHALLENGE
The Allianz insurance group is one of the world’s largest insurers with a proud 130-year history, providing support to over 100 million customers across 70 countries.
To make a strong case for change and improve the customer experience, Allianz commercial engaged The Strategy Group to develop two journey maps to visualise the end-to-end experience across the lifecycle of two key products. Allianz invited brokers to validate findings, provide feedback and generate ideas that could create more value in their experience dealing with Allianz commercial.
THE APPROACH
Redesigning the broker experience to significantly improve satisfaction (NPS).
The Strategy Group built a holistic perspective for Allianz by combining an inside (internal) and outside (customer) viewpoint, looking specifically at two key customer journeys to understand the experience in the eyes of the customer.
Two clearly defined current state journey maps were realised, including touch points, channels and the emotional journey of two brokers. Key pain points and opportunities were analysed to identify key areas of improvement.
Ideation workshops were run to review these areas of improvement and generate solutions to test with brokers, validated by the customer through validation sessions.
OUTCOMES
Validated Customer Journey Maps: 2 customer journey maps visualise the end-to-end experience for two types of brokers. Both journey maps clearly identify distinct broker needs and pains along the value chain, validated by the customer to accurately reflect the current-state broker experience.
Validated Areas of Improvement: Leveraging key data points from the two customer journey maps, 8 identified areas of improvement highlight key opportunities for Allianz to generate solutions.
Prioritised Solutions: Key stakeholders from Allianz commercial co-created 186 ideas across the 8 areas of improvement. Through customer engagement and validation, 3 solutions were collectively prioritised and used to develop low-fidelity concepts and storyboards.
By bringing together the voice of the customer and expertise of key stakeholders, Allianz commercial is now ideally positioned to address critical pain points and exploit key opportunities
