20. service design drinks - service design meets insurtech
TRANSCRIPT
SERVICE DESIGN ForInsurers
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
2 SERVICE DESIGN FOR INSURERS
MEET YOUR SPEAKER
PERFORMANCE
Industry knowledge
Project management
Stand-up paddling
Cooking
Florentin Viebke “Never pass up an
opportunity to use the bathroom or to learn
something new.”
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
Say Hi! to your neighbor Introduce yourself and present your recent insurance experience
Say Hi! to all of us Introduce yourself and recommend a book or tell a dirty joke
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
Balance human needs with organizational capabilities Focus on experiences and interactions than products
http://logisferanova.pl/service-design
SERVICE DESIGN
ACCORDING TO THE INTERNET
73% Forrester report of customer trust the recommendations from friends and family, while only 19% trust direct communication.
86% Right now of consumer will pay more for a better customer experience.
$84 Billion Forbes estimated loss by poor customer experiences for US enterprises caused by defections and abandoned purchases.
89% Gartner Research of companies expect to compete mostly on the basis of customer experience by 2016 – vs. 36% for years ago
VIA LUCY KIMBELL
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
VIA MARC STICKDORN
SERVICE DESIGN
IS AN ITERATIVE PROCESS
“We shape our buildings; thereafter they shape us.” - Winston Churchill
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
SOME FACTS
UNPOPULAR JOBS
© STATISTA
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
7SERVICE DESIGN FOR INSURERS
INDUSTRY TRENDS
E 7
Y L J
Digitalization
Disruptivness Legal Framework
Solvency II, KID, § 34 f - i GewO, IID UWG!!1!!11
Low interest rates
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
SOME FACTS
DISTRIBUTION CHANNELS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
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Complex Products
Rigid Processes
Consumer Interactions?
Flexibility
SERVICE DESIGN
LINE OF FIRE
9
Ü “In the new world, it is not the big fish which eats the
small fish, it's the fast fish which eats the slow fish” - Klaus Schwab, WEF
Transparency
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
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Complex Products
Rigid Processes
Consumer Interactions?
Transparency Flexibility
SERVICE DESIGN
LINE OF FIRE
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Ü = compelling product design and award-winning customer journeys
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
QUESTION:
DO INSURERS APPLY SERVICE DESIGN?
11
www.servicedesigntools.org
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
12 INSIGHT @ ERGO VERSICHERUNGEN
STIMULATE SERVICE THINKING
Starting position Improve “Health at work” and “Resource protection” in a project over a year. Cooperation between mentor and mentee.
Applied methods
Final solution Both approaches were combined in a healthy store at work that comes without packing.
MENTOR MENTEE
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
13SERVICE DESIGN
COSMOSDIREKT
Responsive Website + Service Portal Most important channel
Customer Service Center 24/7 by phone, mail and live chat
Aggregators Like Check24 (delivering our service externally)
Postal Yeap they still do (and sometimes it‘s required)
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SERVICE DESIGN FOR INSURERS
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Learn it C-suite staff did a customer survey
Test it Created complete new product line with forms, fine print and website
Do it Implemented 183 smaller and larger projects to change the way the do business
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INSIGHT @ Gjensidige
LIVE SERVICE DESIGN
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
INSIGHT@Allianz
HIRING SERVICE DESIGN
SERVICE DESIGN FOR INSURERS
15 FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
16 INSIGHT @ sijox
CREATING AUTOMATED SERVICES
More Touchpoints
Consistent Service
APPLIFE
Health tracker. Make 10,000 steps per day and save 30% of your income protection
APPDRIVE
Drive defensively and receive a cash back for your motor insurance
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
17 SERVICE DESIGN EXAMPLES
INCREASE SERVICE ADAPTION
Cost per tree: 1,20 €
Revenue
Green washing, Happy customer, Did something
different
Effect
Issued 10,000 certificates
Result
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
18 SERVICE DESIGN EXAMPLES
SURVEY AT MLP
Reaction Speed
Value for Money
Range of Products
MEETING YOUR INSURANCE AGENT
PERCEIVED SERVICE QUALITY With a decrease of contact frequency the perceived service qulity is sinking
Reaction Speed
Value for Money
Range of Products
Reaction Speed
Value for Money
Range of Products
LAST CONTACT < 6 MONTHS
LAST CONTACT < 1 YEAR
LAST CONTACT < 1,5 YEAR
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
19 COSMOSDIREKT
WIN-SURVEY
.
Offer
Contract
Claims
Measure along the des Customer-Life-Cycles Critical: Convince in the moment-of-truth
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
20 COSMOSDIREKT
WIN-SURVEY
Institutionalisation Identify leverages, create reports
and motivate with incentives
Learn Talk to the client and accept the feedback
Measure Easy NPS-Survey at common offline & online touchpoints
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
21 COSMOSDIREKT
WIN-BEFRAGUNG
WIN: Participant Feel honored and involved while improve „their“ insuranc ecompany
WIN: New clients Receive authentic feedback for their buying decision
WIN: Company 360° Feedback and improvement ideas on the silver tray
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
SERVICE DESIGN FOR INSURERS
RETHINKING INSURANCE
“If you try to create a system to bring out the worst in people, you’d end up with one that looks a lot
like the current insurance industry.” - Dan Ariely
https://www.youtube.com/watch?v=6U08uhV8c6Y
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
SERVICE DESIGN FOR INSURERS
SAY HI TO OSCAR
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
24 SERVICE DESIGN FOR INSURERS
A WORD ON INSURTECHS
Knip Digital broker
Clark Digital broker
AppSichern Pay as you go products
SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
IT‘S NOT THE TOOL, BUT THE EXPERIENCE
THERE’S NO DONE IN INNOVATON
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SERVICE DESIGN FOR INSURERS
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS
MCKINSEY&COMPANY
FLORENTIN VIEBKE for SERVICE DESIGN DRINKS