Rosa Shand | +44 7848931347
Eligible and available to work in the UK from July 2024
Customer journey mapping the claims experience for an insurance provider


Insurance company

Private sector

Skill areas
Journey mapping
Customer personas
Workshop design

This engagement was part of a technology transformation journey to rebuild the technology platform of an insurance provider.
The opportunity
The client wanted to understand the ideal future state customer experience in order to understand the future tech capabilities required to support this.

The outcome

I supported a team of tech consultants to design and run a series of workshops with the client to map the customer journey of the claims process, identifying current state pain points and ideal future state.

My role
  • Workshop design & asset creation
  • Workshop facilitation
  • Workshop output document design
  • Customer journey map creation

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