In the competitive digital economy, a user’s experience can mean everything. Generali Vitality knew as much when it launched an innovative platform to promote the mantra “Know your health, improve your health, enjoy your rewards.” Customers in Germany, Austria and France were offered encouragement, rewards and lowered insurance premiums for taking simple steps toward a healthy lifestyle, such as getting regular checkups and staying physically active.

But Generali Vitality wanted to grow its base beyond these markets and become a lifetime health partner to members. The company realized that if it could introduce a best-in-class user experience uniformly across all user journeys and channels with a unique and fresh product feel, it could increase user engagement and retention. The challenge? Optimizing and introducing new features continuously without the need for lengthy product development and release cycles.

Consistent global customer experience is best achieved when teams in design and IT work effectively together at scale, across the organization. A new solution that could meet Generali Vitality’s ambitious goals would need to scale to ten-thousands of users, integrate multiple rewards partners, and be localizable for multiple markets and languages. Generali Vitality needed to collaborate with a partner that could enable these capabilities with a tailor-made solution, so users could benefit from the updates as soon as possible.

So, the company partnered with Accenture to collaborate in strategically relevant areas - user experience and cloud computing - and to unify the design approach between business units and across geographic boundaries.