Claimed
THE IDEA
A unified claims platform, connecting members, brokers, insurers, and providers to provide a white-glove or straight-to-payment experience tailored to each members needs.
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THE OUTCOME
One portal for members, brokers, and providers.
THE OUTCOME
One portal for members, brokers, and providers.
The previous platform treated members, brokers, and providers as separate users with disconnected experiences. By re-framing the claims process as a single journey with shared touchpoints and handovers between actors, we created a more unified, streamlined platform that better supported collaboration.
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The previous platform treated members, brokers, and providers as separate users with disconnected experiences. By re-framing the claims process as a single journey with shared touchpoints and handovers between actors, we created a more unified, streamlined platform that better supported collaboration.
Read More
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The previous platform treated members, brokers, and providers as separate users with disconnected experiences. By re-framing the claims process as a single journey with shared touchpoints and handovers between actors, we created a more unified, streamlined platform that better supported collaboration.
Read More
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Member Portal
Member Portal
Member Portal
THE RESULTS
50%
Improvement in claims satisfaction
(measured within alpha)
$6m
Program funding secured
(delivery ongoing)
THE APPROACH
Finding the opportunity amongst the competition.
Benchmarking competitors against two value spectrums displayed a clear opportunity to provide a differentiated and needed service in a crowded market.
THE APPROACH
Finding the opportunity amongst the competition.
Benchmarking competitors against two value spectrums displayed a clear opportunity to provide a differentiated and needed service in a crowded market.
THE APPROACH
Finding the opportunity amongst the competition.
Benchmarking competitors against two value spectrums displayed a clear opportunity to provide a differentiated and needed service in a crowded market.
Competitor 4
Competitor 1
Competitor 3
Competitor 2
Client
Client
Client
Competitor 5
High NPS
Automated
White Glove
Low NPS
Competitor 4
Competitor 1
Competitor 3
Competitor 2
Client
Client
Client
Competitor 5
High NPS
Automated
White Glove
Low NPS
Competitor 4
Competitor 1
Competitor 3
Competitor 2
Client
Client
Client
Competitor 5
High NPS
Automated
White Glove
Low NPS
Competitor 1
Client
Client
Client
Competitor 5
High NPS
Automated
White Glove
Low NPS
THE APPROACH
Innovation Sprint
THE APPROACH
Innovation Sprint
Everyone solves problems differently. Our innovation sprint accounted for this, bringing together a series of activities over two weeks to shape a leading claims experience aligned with our client’s vision.
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Everyone solves problems differently. Our innovation sprint accounted for this, bringing together a series of activities over two weeks to shape a leading claims experience aligned with our client’s vision.
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Everyone solves problems differently. Our innovation sprint accounted for this, bringing together a series of activities over two weeks to shape a leading claims experience aligned with our client’s vision.
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Activity 1
Idea Platform
Participants were encouraged to capture ideas freely throughout the two weeks. To support this, we used an ideas platform that enabled them to document, expand, and collaborate on concepts anytime and from anywhere inspiration occured.
Activity 1
Idea Platform
Participants were encouraged to capture ideas freely throughout the two weeks. To support this, we used an ideas platform that enabled them to document, expand, and collaborate on concepts anytime and from anywhere inspiration occured.
Activity 1
Idea Platform
Participants were encouraged to capture ideas freely throughout the two weeks. To support this, we used an ideas platform that enabled them to document, expand, and collaborate on concepts anytime and from anywhere inspiration occured.
Activity 2
Innovation Workshops
Activity 2
Innovation Workshops
Activity 2
Innovation Workshops
Activity 3
Inspiration Talks
Activity 3
Inspiration Talks
Activity 3
Inspiration Talks
Activity 4
Daily Shorts
Activity 4
Daily Shorts
Activity 4
Daily Shorts
THE APPROACH
Rapid prototyping and user testing.
Different stages of product design call for different prototyping and testing methods. We rapidly validated our assumptions through a mix of unmoderated testing (using tools like social media and Maze) and moderated testing with high-fidelity figma prototypes.
THE APPROACH
Rapid prototyping and user testing.
Different stages of product design call for different prototyping and testing methods. We rapidly validated our assumptions through a mix of unmoderated testing (using tools like social media and Maze) and moderated testing with high-fidelity figma prototypes.
Value Prop Testing
Value Prop Testing
Value Prop Testing