An innovative portfolio of service experience solutions was developed, incorporating new roles, spaces, and tools. After rigorous prioritization, a digital self-service tool prototype was delivered to meet the organization's goals of reducing inconsistent service quality and reclaiming client relationships.
With clients embedded in the field, the approach fundamentally changed how they conducted research, creating more value for the South East Asian product strategy. The research provided new frameworks for understanding customer needs and identifying actionable opportunities to transform client relationships in Vietnam. The prototyping phase built confidence in digitally transforming traditional processes, particularly insurance claims, enhancing the client experience and increasing loyalty to achieve direct ownership of customer relationships.
