Leading a human-first approach, rapid insight gathering, ideation and iterative prototyping to test solutions for the creation of a virtual customer room.

Project objectives:

Design the digital experience around a customer toolkit – that’s secure, highly-functional, contains an encyclopedia of customer knowledge, that enables employees to self-learn, empathize and understand TAL customers.

Research lead design principles:

• Connecting staff with customer research and insights – to deliver better customer outcomes.
• Who are TAL’s customers – visual representation of current customers built from policy data.
• How TAL interacts with their customers – an end to end understanding of how customers interact, purchase, upgrade and claim on their policy.
• What TAL’s customers are saying – amplification of customer comments and NPS from the customer advocacy program.

Overview of my role