Bupa International, a worldwide healthcare and medical insurance business wanted to create new service propositions and products for their core expatriate market. The Engine Service Design team prototyped a new approach, re-imagining service proposition, a new set of products and customer experiences for the United Arab Emirates (UAE) market, whilst simultaneously providing Bupa with a repeatable service design process.
This design-led approach has enabled Bupa to not only improve its product offering but to fundamentally change the way Bupa creates products and services for customers, extending beyond a single project to become a new way of working.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.
How design-led companies get more of the right services to market faster
With this book, the authors show you how to instil an outside-in approach to strategy; moving away from a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.