The Challenge

Deliver a more seamless customer experience by eliminating the slow-moving paper process of the customer service and processing team.

OnePath is in a Australian-based leading provider of financial services, including insurance, investments and superannuation.

Process Highlights

• Internal consulting team onsite with client

• Persona and journey mapping

• Six week test-and-learn project, to gather user testing and iterative deployment

• Leverage Salesforce capabilities

Role & Responsibilities

• Lead UX/UI designs for all related customer and employee portals.

• Work directly with primary stakeholders and internal team, on and off site.

• Work with developers and technology specialist

• Collect user feedback and iterate designs

The Outcome

Simplified and streamlined the worker experience but reducing the amount of manually enter data and tracking the submission process. Providing visual representation gives them greater insights and knowledge of their claims data. Increased transparency and understanding for them, results in a better service and experience they can provide for their customer.

Provide customers the ability to gain access, see their claim progress, and review their claim documents through a web responsive application.

The partnership and technology plan brought over 10 years of data to the platform, and changing the game for the entire company.