Our work began by developing the
Global Design Framework – a ‘living design’ system that achieves faster, more effective
implementation of human-centered solutions by placing humans and human experience at its
This framework is a way of
providing clear instructions to designers and developers on how to implement a
principle. It also enables re-use of existing features by offering a suite of
streamlined design components. Built into this approach is space and flexibility to
enable intentional creativity and room for continuous improvement.
We gathered feedback from Generali
designers and IT colleagues, as well as customers interacting with the company
digitally, to better understand pain and power points in the current digital offering. A
Rumble™ workshop helped to identify hone this further and prioritise needs.
Insights from this discovery
process were refined and a vision and goals set. People from across the business were
brought together with customers to co-create possible solutions in a series of
task-focused quick-turnaround service design collaborations, or ‘sprints’.
Through this process, a series of
digital features and experiences were created which could be adapted by different
business units to local needs and capabilities. A Mobile & Web Hub was then built to
house them, the aim being to assemble elements needed for a world class mobile
experience that was scalable towards one global ecosystem.
Attention turned to enhancing
experience around Generali’s agents, again using the Global Design Framework and our
collaborative service design methodology.
We mapped the likely future of the
agents’ journey across multiple countries, creating a plan for how to optimise
customer/agent interaction. Solutions that best enabled agents to deliver world class
service and spend more time focusing on customer relationships were outlined and then
made available to local business units for their agent network.