Zurich Life

Driving greater customer engagement in wealth in retirement through new digital services.

Zurich UK Life responded to changing UK pension legislation by partnering with the Engine Service Design Team to lead customer experience design projects.

The Challenge

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.

The Outcome

Zurich UK Life was able to adapt to evolving consumer behaviour with improved customer experiences through digital services and reimagined journeys and was ready to respond to opportunities arising from changes in pension legislation.

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