MY ROLE: CX Design Capability Lead, icare

Responsibilities

Coaching for BA and technical claims delivery teams in using HCD for customer-centric problem solving and continuous improvement, research and design deliverables QA, process and workshop facilitation with internal and external stakeholders

Objectives

Uplift the NSW Government Agency First Notice of Loss (FNOL) lodgement experience through process and technology enhancements, simplified and improved processes, reduced admin load and benefit icare with improved data quality across four key General Lines (GL) Lines of Business (LOBs): Motor, Property and Misc, General Liability and Health Liability.

Approach

• Understand the current state experience of different Agencies across each LOB and identify needs, pain points, expectations and opportunities for improvement;
• Understand the GL business and claims service provider current processes, gaps, pain points and technical requirements, as well as proposed technology solution and lodgement improvement assumptions;
• Align business and customer needs and bring all teams’ thinking into a customer-centric mindset, to ensure the right problems are being identified and solved in the right way to make the lodgement process easier for Agencies in each LOB area.

Deliverables and achievements

• Conducted a series of workshops with internal teams and the Claims Service Provider (Gallagher Bassett) to map process and technical requirements as well as understand (assumed) customer lodgement needs across LOBs
• Conducted 13 hybrid requirements gathering, journey validation and concept testing sessions with 8 NSW Government Agencies
• Designed and validated customer journeys for each LOB with Agencies to identify similarities and nuances between Agencies and their processes / needs, and identify moments that matter;
• Tested prototypes of the proposed lodgement changes with Agencies to validate improvement assumptions and determine DVF;
• Identified go/no go/pivots to proposed lodgement changes as well as change impacts, adoption and support requirements for FNOL Agencies;
• Developed customer stories to help key stakeholders understand customer experience, requirements, pain points and change impacts.

Key metrics

• Number of Agencies included in validation and concept testing sessions across each LOB
• Number of internal and external stakeholders participating in workshops
• All teams aligned and keeping customer needs central to decision making and solution delivery
• Right (customer) problems identified and solved in the right way to ensure optimal customer outcomes achieved through solution implementation