My Works
Strategy & Roadmap for $50M Potential in Client Renewals
Transformation Vision and Strategy
THE HOW
Aggregated processes behind a user-centric interface
Automated processes to minimize manual effort
MY CONTRUBUTION
Discovery: Conducted a competitive analysis, developed personas, facilitated focus groups and conducted process studies. Created user journey maps and service blueprints to help prioritize capabilities.
Design: Developed lean mock-ups, conducted A/B testing for user feedback. Collaborated with engineering to automate processes and set process targets.
Delivery: Presented strategy and roadmap to LC for approval to test and ensure the feasibility and effectiveness of the solution before full-scale development.
ACHIEVEMENT STATEMNT
Developed strategy and roadmap to increase client renewals and drive potential $50M in added revenue.
ABOUT ORG
The Guardian Life Insurance Company of America is one of the largest mutual life insurance companies in the world.
The company is receiving feedback from its self-administered clients that Guardian is hard to do business with. The information detail that they require is too great. Internally, this process is difficult to administer.
The company must change because their competitors are not requiring plan holders to submit detailed information (e.g., enrollments, changes, terminations, etc.) with their payments compared to Guardian, which asks for much of the information to be provided before the plan is issued; instead, they will conduct audits to ensure accuracy after the information has already been provided.
The goal is to transform Self Administration billing into a positive customer experience through innovation, modern technology and process improvements.
DATE
2016
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