The insurance claims process at Suncorp was identified as time-consuming and repetitive, creating frustration for customers and claims agents. To better understand these experiences, we conducted in-depth interviews with both customers and claims agents to uncover key pain points and unmet needs.
Using these insights, we developed three future-state journey maps that reimagined a more streamlined, digital, and customer-centric claims experience, designed to reduce manual paperwork, eliminate duplication, and ultimately improve efficiency and satisfaction for all involved.
The future-state journey maps outlined two streamlined claim paths for customers. One path offered a self-service option, allowing customers to lodge their claims independently through an intuitive online customer portal. The other path supported assisted claims, enabling the claims agents to easily submit claims on behalf of customers using newly developed digital tools. In both scenarios, a high level of automation was built into the process—minimising friction, reducing manual processing times, and significantly improving the overall experience for both customers and claims agents.
The journey maps were designed to be highly visual to test with both claims agents and customers. For effective user testing, these maps had to be clear and concise, visually conveying the narrative in a compelling way while eliminating any ambiguity.