Customer experience

Roadmap and redesign of the customer journey

Challenge

Société Générale Insurance is the insurance branch of the group Société Générale.

Striving to increase their customer satisfaction, the client has requested the design of omnichannel customer journeys.

The main objectives are

01.
Design a holistic roadmap encompassing the customer journeys for each product
02.
Prioritise the projects redefining the customer journeys
03.
Improve the ”water damage” journey

Deliverables

Roadmap of the existing journeys and definition of priority journeys
Target journey “water damage” and prioritise relevant journeys (5 journeys prioritised)
Book methodology “customer journey design”
Elaboration of rules explaining the functioning of a CX community