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 heart.
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.