Creating a Positive Insurance Servicing Experience

Photo credit: Unsplash, Rawpixel

Photo credit: Unsplash, Rawpixel

 
 

Project Objectives: This research focused on understanding the pain points and barriers that come with understanding and servicing insurance today, and the customer service and digital solutions that were needed to alleviate those in the future.

Methods Utilized: Using previous research, we identified the areas with the most pain points to focus on for this endeavor. We sent participants a homework assignment to complete prior to group co-creation sessions in both an Eastern US and a Western US market.

Outcomes: We designed a framework to encompass the results of the research, which was used by the team to brainstorm digital and in-person solutions to create a positive servicing experience.

*All of my client projects require varying levels of confidentiality. Here, I have provided a high-level overview to highlight my experience while respecting my clients’ work and investment. If you have further questions on the project or my role, please ask.

 
 

Desired Experiences with Columbus’ Social Enterprises

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Project Objectives: This project was focused on giving a local non profit a better understanding the experience consumers want to have when engaging with a social enterprise.

Methods Utilized: Group co-creation sessions were conducted with local consumers to understand the emotions, benefits, and features social enterprises need to provide in order to create the experiences they desire. Card-sorting methods and stimuli were used to tease out the specifics of the experiences consumers were seeking.

Outcomes: These insights were used to decide where to invest resources to help social enterprises created these desired experiences and thrive. The research helped inform education and workshops for entrepreneurs, partnerships to give them more exposure, and a certification system for social enterprises to give consumers a sense of trust.

*All of my client projects require varying levels of confidentiality. Here, I have provided a high-level overview to highlight my experience while respecting my clients’ work and investment. If you have further questions on the project or my role, please ask.

 
 

Pre-Care Digital Health Solutions

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Project Objectives: The goal of this project was to empathize with healthcare consumers to identify the best solution to inform them about their healthcare options.

Methods Utilized: I conducted group co-creation interviews in both urban and rural markets to understand current needs, attitudes, and feelings around finding healthcare. We also identified the desired consumer journey for various scenarios to identify new opportunities.

Outcomes: These insights were used as a foundation for strategy workshops to match my clients’ digital skill set with the needs and desires of healthcare consumers. We worked as an interdisciplinary team to create the best possible solutions.

*All of my client projects require varying levels of confidentiality. Here, I have provided a high-level overview to highlight my experience while respecting my clients’ work and investment. If you have further questions on the project or my role, please ask.

 
 

Perceptions of Food Assistance

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Project Objectives: This research was conducted with intentions to deepen a Columbus non profit’s understanding of the general population’s views surrounding hunger. The team wanted to use these insights to create a general population segmentation around judgment.

Methods Utilized: I conducted 33 in-depth interviews to understand perceptions, impressions, and judgments around food assistance in the Central Ohio community. Participants also completed a priming activity at home to document their perceptions. They responded to open-ended questions, Likert scale questions, and used image and word stimuli to describe their feelings around food assistance.

Outcomes: These insights were used to inform communication around this non profit’s services to encourage donor engagement. The qualitative findings were used to create a segmentation algorithm, which was then applied to a quantitative study to identify demographic information about each segment. This helped the non profit identify who to target for donations, where they could reach them, and what kinds of messages would resonate with them.

*All of my client projects require varying levels of confidentiality. Here, I have provided a high-level overview to highlight my experience while respecting my clients’ work and investment. If you have further questions on the project or my role, please ask.

 
 

Connected Device Security Experiences

Image Credit: Levi, Nailing the UX of Authentication on Mobile

Image Credit: Levi, Nailing the UX of Authentication on Mobile

 
 

Project Objectives: This research focused on understanding the attitudes and perceptions of users around digital security. By understanding their expectations and desires, the goal of the project was to understand how to design digital experiences that create a feeling of security without being overbearing.

Methods Utilized: Participants completed a priming assignment that included one week of diary entries using DScout. We then conducted one-on-one interviews with each participant to understand their habits, perceptions of the activities they logged in their diary, and ultimately the experience they desired to have.

Outcomes: The findings are being used as a foundation for a variety of product development projects, including mobile applications. A framework that summarizes the insights was developed to be used as a guiding resource for how to implement connected device features.

*All of my client projects require varying levels of confidentiality. Here, I have provided a high-level overview to highlight my experience while respecting my clients’ work and investment. If you have further questions on the project or my role, please ask.

 
 

Millennials hold power in the sustainability movement as young professionals entering the workforce. Yet, much of this age group actually missed sustainability education in their curriculums. As millennials transition into working adults, much of the sustainability news and information available on social media is overwhelmingly complex—in both size and scale—leaving doubt as to translation to anyone’s everyday life. Often millennials are interested in the topic, and are, in fact, environmentally conscious. However, they do not know specifically how living more sustainably can benefit themselves, their communities, and future generations. The problem appears to be lack of widely disseminated yet simple frameworks. The lack of relevant context and tools to enable change prevents sustainability information from diffusing on a larger scale into millennials’ lifestyles and work. The sustainability movement will thrive when this age group becomes more conscious in adopting sustainable living habits, and understand the reasons why these habits are important to local and global futures. 

 

A social media tool to encourage diffusion of information, inspiration, and collaboration between global and local players could present an enticing option to create a network of informed and motivated users. Waves provides space for unique exchanges of ideas and resources to form more vibrant people, planet, and communities.