Challenge A longstanding global insurance client had recruited a new Chief Digital Officer, who wanted to understand the state of digital across the Group’s businesses in North America, UK, Ireland, and Northern Europe. Of critical importance to the project was the need for a data-rich digital maturity model, as well as the ability to build…
The new change model for large corporates.
Our simple 123 framework
for customer-centric, Agile test & learn
Our 123 process lets you explore every idea. Our aim: test and learn, iterate MVPs, fail fast on weak ideas, but move to pilot quickly for strong ones…
Our 1-day MVP ratifies a new idea for further development. We facilitate a 1-day event that explores an idea and brings possible solutions to life. We always have customers in the room with us at this event.
2-week design sprint.
Our 2-week design sprint brings the idea to life and determines whether it should be piloted. We run a co-located two-week design sprint process that builds a prototyped experience, considers the business case and operational plans. Customer involvement is critical to this period.
3-month scalable pilot.
Our 3-month scalable pilot launches the idea to a pilot group of customers and tests the case for scaling. We run a 3-month Scrum Agile process, building transactional capability on technology that can support further scaling. The pilot works closely with pilot customers.
Zurich’s large commercial customers buy insurance to cover hundreds of vehicles, properties and risks under every policy. Thus far, these important customers had no way of seeing a simple, joined-up and up-to-date view of their policies and fast-changing claims data, having instead to rely on multiple paper documents, email threads, phone calls and IT systems.
We used our Change Different methodology to fast-track and trial Zurich’s pilot hypotheses. We used customers in our iterative, Agile process to prioritise features and design a clean, simple UI. Our team got the project off the ground with a cross-functional Zurich team. We embedded Scrum Agile, collaboration toolsets, did all UX design, and built the technology on our Athena RAD toolkit. After the 2-wk design sprint, we already had a pilot view of claims for our MVP pilot customers.
Zurich’s large commercial customers now enjoy a single view of all products, documentation and claims status. NPS rose in our pilot customers to +75, with 80-90% of users saying that we had considerably improved their experience of policy and claim management. Our users get answers faster, need to get in touch 50% less often, and are more likely to consider renewing with Zurich. We are moving to scale through 2017.
Under the leadership of Mark Budd, Zurich’s Customer Interaction Projects Director, and working with the core principles of our Change Different change model, the team won “Best use of technology to improve the customer experience” award at Insurance Times’ Tech & Innovation Awards 2016. The application of our approach has been highly successful, and we are in the process of scaling the platform to all customers in 2017.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help. Having access to the open-source, cloud-based Athena platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
Ninety brought us an outside-in approach to our digitalisation planning. They put the customer and their needs at the heart of strategy, and encouraged us to take small steps, testing and learning as we went. Incredibly, this helped us deliver a pilot omnichannel contact operation in a mere 2-week design sprint.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help.
Ninety worked with the Post Office to bring a new, customer-centric and Agile approach to our digital trading platforms. With 400% conversion uplift on one of our financial products, their approach worked wonders.
Ninety have brought an agility and appetite to change in our business, and they have helped us embed that as a culture in parts of our organisation. The result has been bigger changes more quickly than we would normally achieve, often exceeding our expectations and within our cost expectations as well.
Our partnership with Ninety and Instanda has helped us break records. Ninety’s highly effective test & learn Agile methodology, customer co-design and digital collaboration toolsets combined with Instanda’s powerful cloud insurance platform accelerated our product development and launch beyond our expectations.
56 working days to take a new sophisticated proposition to market is a phenomenal achievement. With any other approach, it would have taken 3 or 4 times as long, and we’d probably still be working on it.
Ninety’s second-to-none expertise in insurance accelerated AXA Group’s lead management strategic framework and multi-market operational guidance on digital-originated business.
Having access to the open-source, cloud-based platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
We have been very pleased with the quality of work Ninety have provided for our self-serve strategy; for this reason, I strongly suspect we will be calling upon Ninety again down the line.
Ninety’s Consumer Interaction Model helped us understand, for the first time, the omnichannel customer interactions across our motor insurance product lifecycle. It has pinpointed significant opportunities for us to work towards which will decrease our operational costs whilst improving customer satisfaction.
As a rapidly growing start-up, we needed a partner who could really own the website for us… someone who could take our broader objectives and quickly execute while remaining exible with the pace of change. The Ninety team has stepped in, taken over, and is leading the evolution to the solution we need.
Our latest research, insights & case studies
Finalist, E-trading Initiative of the Year Finalist with Instanda, Technology Partner of the Year at Insurance Times Tech & Innovation 2017 We are proud to be finalists for our work with Zurich, alongside a strong field of finalists, including RSA’s Home & Legacy, Ascent Underwriting, Covéa Insurance, Audatex, ISO and Kasko. Winners announced 14th September 2017….
Challenge This major global financial services player ran a direct-to-consumer car and home insurance proposition. In the UK market where this operated, consumers largely engage with insurers through digital channels at point of sale, but have few options but to phone thereafter. Allianz wanted to understand what a full omnichannel contact centre might look like…
Highlights Challenge This major global financial services player offers private and corporate pensions to the UK market. Younger consumer segments, though, are putting off buying a pension or keeping it adequately funded, because it feels too far away. The P&L owner was searching for a solution to ‘nudge’ behaviour and issue the appropriate wake-up call….