Context & challenge

Further boost the engagement and attachment of MAIF members toward their mutual insurance company, a champion player of customer experience and customer relationships.

Methods

1 year involvement of an in-house multidisciplinary task force consisting of 20 contributors. Human-Centred Design methods applied: immersion with loyal MAIF members, a series of in-house ideation workshops, support tests, prototyping and usability tests.

Solution

Enrichment of the customer experience, designing new initiatives aimed to foster closer relations between MAIF members and the mutual insurance company

Key figures

. A task force of 25 staff
. 27 MAIF members involved
. 11 workshops
. 120 ideas
. 27 formally-defined concepts