Fostering an Innovation Culture in a large insurance company
The health insurer approached Visual Metrics during the first COVID-19 wave after closing 20 branches to reimagine their online and physical processes.
COVID-19 placed DAMAN Health unprecedented demands on how to operate their business and interact with customers.
Understanding what was needed and how to prepare the organisation to be resilient was crucial to maintain the interaction with customers, protect employees and maintain operations.
What VM did
We worked remotely from Sydney offices with DAMAN team to We looked into the organisation departments, teams and 18 processes and 100 sub-processes through 4 multi session workshops and 30 online and offline meetings
We analysed local competitors, industry trends and best practices world-wide
We interviewed customers and employees during more than 250 hours and defined key barriers
We designed a new online experience for customers to manage their health insurance plans 100% remotely
We provided with the tools to implement the experience and trained the different teams on process digitisation
What DAMAN achieved
A new online experience that faces the COVID-19 challenges and addresses immediate solutions to drive the way forward with recovery and vision.
A resilient health insurance delivery model
A remote collaboration of 4 multi session workshops and 250 hours of interviews
15 modules of custom training materials on process digitisation