Exciting Workshop

Yesterday I participated in a workshop together with Simon and the actress Birgit in an exploratory attempt to see how acting can create different experiences and set different moods for the development of new services. It was a very interesting day, and I got valuable input on how to transform the insurancy policy in a new direction.

Working on a modified model

Trust and Loyalty are two terms that float into each other at several areas. Its important for me to visualize a model that is more dynamic, which makes it easier related to a service journey. My previous model has been discussed with several people, and was found to be too static and rigid.

Model

Which elements drives trust and loyalty. How can we create services that build on those different factors in a correct manner, creating an experience that will strengthen both customer loyalty and trust.

Visualizing user patterns

Most important elements in trust creation

Another post from thw workshop evaluation. When discussing trust, and the creation of trust, a lot of important words came out, and the most important ones became obvious when relating to people you trust and people close to you.

These are ways of thinking that will be imperative for the creation of a service that should improve customer trust and loyalty. Litterature suggests that trust and loyalty are based on different input, but that they work together at the end to create a strong bond to the service provider.

Service Design

Mapping started

Work today has consisted of mainly digitalizing input from the workshop – moving all analog post-its into a more digital environment. Evidencing which leads to interesting relations observations…

Workshop Complete

Tuesday 17th of February I held my first workshop at AHO. Participants were a mix of various backgrounds,- 3 industrial designers, 1 management graduate, 1 airline pilot, 2 organization psychologists and 1 representative from Gjensidige Forsikring.

The group worked in pairs of two and two, mixing their backgrounds trying to achieve a synergy effect out of it. This worked out very well, gaining input from different perspectives, while at the same time having one that could visualize the idea.

The workshop was split into two parts, Experience and Touch-Points.

I gained a lot of important insights throughout the workshop, one in particular, the word “policy” or in norwegian “polise / forsikringspapirer” was never mentioned once during the process. Not even when exploring TPs and Gjensidiges presence throughout the customer relationship.

Data and input is now to be processed, and I hope to extract valuable relations which can be transfered into my master thesis.

Price not the deciding factor

In a survey performed by Makrosikt in December 2008, it is shown that price is not the most important factor when buying an insurance policy. See graph for more information

Bad News