Reimagining the Insurance Claims Journey
How can an insurance organization redesign its claims journey to address systemic barriers across diverse customer segments, ensuring fairer, more human-centred experiences for all?
YEAR
2025
ROLE
Lead Researcher
CAPABILITIES
Ethnographic Research
Service Design
About the project
We supported a major insurance organization in redesigning its end-to-end injury and claims experience with a human-centred, culture-forward lens and focus on distinct populations.
Goal
Led ethnographic research across seven diverse customer segments to map current journeys, document barriers, and capture behavioral insights. Using this foundation, we developed service design blueprints, behavioral profiles, and prioritized opportunities that informed a broader transformation of the claims process and technical systems.
Smooth Scroll
This will hide itself!
This will hide itself!
Reimagining the Insurance Claims Journey
THE PROBLEM FRAME
How can an insurance organization redesign its claims journey to address systemic barriers across diverse customer segments, ensuring fairer, more human-centred experiences for all?
YEAR
2025
ROLE
Lead Researcher
CAPABILITIES
Ethnographic Research
Service Design
About the project
We supported a major insurance organization in redesigning its end-to-end injury and claims experience with a human-centred, culture-forward lens and focus on distinct populations.
Goal
Led ethnographic research across seven diverse customer segments to map current journeys, document barriers, and capture behavioral insights. Using this foundation, we developed service design blueprints, behavioral profiles, and prioritized opportunities that informed a broader transformation of the claims process and technical systems.
Smooth Scroll
This will hide itself!
This will hide itself!
Reimagining the Insurance Claims Journey
THE PROBLEM FRAME
How can an insurance organization redesign its claims journey to address systemic barriers across diverse customer segments, ensuring fairer, more human-centred experiences for all?
YEAR
2025
ROLE
Lead Researcher
CAPABILITIES
Ethnographic Research
Service Design
About the project
We supported a major insurance organization in redesigning its end-to-end injury and claims experience with a human-centred, culture-forward lens and focus on distinct populations.
Goal
Led ethnographic research across seven diverse customer segments to map current journeys, document barriers, and capture behavioral insights. Using this foundation, we developed service design blueprints, behavioral profiles, and prioritized opportunities that informed a broader transformation of the claims process and technical systems.
Smooth Scroll
This will hide itself!
This will hide itself!