Country-specific changes in legislation, such as the UK allowing people to withdraw unlimited amounts of pension savings as cash, have changed consumer behaviour and represented both a challenge and an opportunity for Zurich. The Engine Service Design Team led three major customer experience design projects for Zurich and delivered numerous workshops in the UK, Italy and Switzerland, resulting in the design and development of a suite of digital services and reimagined customer journeys.
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.
When you spot an opportunity to disrupt your industry with a new product or service, 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.