20. Service Design Drinks - Service Design meets InsurTech

SERVICE DESIGN ForInsurers

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

2 SERVICE DESIGN FOR INSURERS

MEET YOUR SPEAKER

PERFORMANCE

Industry knowledge

Project management

Stand-up paddling

Cooking

Florentin Viebke “Never pass up an

opportunity to use the bathroom or to learn

something new.”

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

Say Hi! to your neighbor Introduce yourself and present your recent insurance experience

Say Hi! to all of us Introduce yourself and recommend a book or tell a dirty joke

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

Balance human needs with organizational capabilities Focus on experiences and interactions than products

http://logisferanova.pl/service-design

SERVICE DESIGN

ACCORDING TO THE INTERNET

73% Forrester report of customer trust the recommendations from friends and family, while only 19% trust direct communication.

86% Right now of consumer will pay more for a better customer experience.

$84 Billion Forbes estimated loss by poor customer experiences for US enterprises caused by defections and abandoned purchases.

89% Gartner Research of companies expect to compete mostly on the basis of customer experience by 2016 – vs. 36% for years ago

VIA LUCY KIMBELL

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

VIA MARC STICKDORN

SERVICE DESIGN

IS AN ITERATIVE PROCESS

“We shape our buildings; thereafter they shape us.” - Winston Churchill

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

SOME FACTS

UNPOPULAR JOBS

© STATISTA

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

7SERVICE DESIGN FOR INSURERS

INDUSTRY TRENDS

E 7

Y L J

Digitalization

Disruptivness Legal Framework

Solvency II, KID, § 34 f - i GewO, IID UWG!!1!!11

Low interest rates

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

SOME FACTS

DISTRIBUTION CHANNELS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

�

Complex Products

Rigid Processes

Consumer Interactions?

Flexibility

SERVICE DESIGN

LINE OF FIRE

9

Ü “In the new world, it is not the big fish which eats the

small fish, it's the fast fish which eats the slow fish” - Klaus Schwab, WEF

Transparency

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

�

Complex Products

Rigid Processes

Consumer Interactions?

Transparency Flexibility

SERVICE DESIGN

LINE OF FIRE

10

Ü = compelling product design and award-winning customer journeys

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

QUESTION:

DO INSURERS APPLY SERVICE DESIGN?

11

www.servicedesigntools.org

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

12 INSIGHT @ ERGO VERSICHERUNGEN

STIMULATE SERVICE THINKING

Starting position Improve “Health at work” and “Resource protection” in a project over a year. Cooperation between mentor and mentee.

Applied methods

Final solution Both approaches were combined in a healthy store at work that comes without packing.

MENTOR MENTEE

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

13SERVICE DESIGN

COSMOSDIREKT

Responsive Website + Service Portal Most important channel

Customer Service Center 24/7 by phone, mail and live chat

Aggregators Like Check24 (delivering our service externally)

Postal Yeap they still do (and sometimes it‘s required)

7

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4

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

14

Learn it C-suite staff did a customer survey

Test it Created complete new product line with forms, fine print and website

Do it Implemented 183 smaller and larger projects to change the way the do business

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INSIGHT @ Gjensidige

LIVE SERVICE DESIGN

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

INSIGHT@Allianz

HIRING SERVICE DESIGN

SERVICE DESIGN FOR INSURERS

15 FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

16 INSIGHT @ sijox

CREATING AUTOMATED SERVICES

More Touchpoints

Consistent Service

APPLIFE

Health tracker. Make 10,000 steps per day and save 30% of your income protection

APPDRIVE

Drive defensively and receive a cash back for your motor insurance

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

17 SERVICE DESIGN EXAMPLES

INCREASE SERVICE ADAPTION

Cost per tree: 1,20 €

Revenue

Green washing, Happy customer, Did something

different

Effect

Issued 10,000 certificates

Result

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

18 SERVICE DESIGN EXAMPLES

SURVEY AT MLP

Reaction Speed

Value for Money

Range of Products

MEETING YOUR INSURANCE AGENT

PERCEIVED SERVICE QUALITY With a decrease of contact frequency the perceived service qulity is sinking

Reaction Speed

Value for Money

Range of Products

Reaction Speed

Value for Money

Range of Products

LAST CONTACT < 6 MONTHS

LAST CONTACT < 1 YEAR

LAST CONTACT < 1,5 YEAR

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

19 COSMOSDIREKT

WIN-SURVEY

.

Offer

Contract

Claims

Measure along the des Customer-Life-Cycles Critical: Convince in the moment-of-truth

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

20 COSMOSDIREKT

WIN-SURVEY

Institutionalisation Identify leverages, create reports

and motivate with incentives

Learn Talk to the client and accept the feedback

Measure Easy NPS-Survey at common offline & online touchpoints

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

21 COSMOSDIREKT

WIN-BEFRAGUNG

WIN: Participant Feel honored and involved while improve „their“ insuranc ecompany

WIN: New clients Receive authentic feedback for their buying decision

WIN: Company 360° Feedback and improvement ideas on the silver tray

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

SERVICE DESIGN FOR INSURERS

RETHINKING INSURANCE

“If you try to create a system to bring out the worst in people, you’d end up with one that looks a lot

like the current insurance industry.” - Dan Ariely

https://www.youtube.com/watch?v=6U08uhV8c6Y

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

SERVICE DESIGN FOR INSURERS

SAY HI TO OSCAR

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

24 SERVICE DESIGN FOR INSURERS

A WORD ON INSURTECHS

Knip Digital broker

Clark Digital broker

AppSichern Pay as you go products

SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

IT‘S NOT THE TOOL, BUT THE EXPERIENCE

THERE’S NO DONE IN INNOVATON

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SERVICE DESIGN FOR INSURERS

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS

MCKINSEY&COMPANY

FLORENTIN VIEBKE for SERVICE DESIGN DRINKS