Customer Insights for a Health Insurance Company

Abstract

After re-launching its corporate design and website in the past years, the health insurance company aims to work towards simpler and more convenient online solutions for its clients as well as improving existing services. The Swiss health insurance endeavors to implement new approaches in order to improve customer-oriented design and provide the necessary services to their customers. Along this way, many projects focus on either technical improvement to reach the business goals as well as conceptual projects, where the new customer center is designed in its appearance as well as its functionalities. Amongst these goals they focus on improvements towards customer centered approaches, meaning that features as well as services shall only be implemented if they provide an advantage for the customer. In order to be able do so, the company seeks to get more information on what customers want and in what areas of processes and services improvements can be made in order to create a positive customer experience.