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Maif
Designing services and recognition of loyal MAIF members
Context & challenge
Further boost the engagement and attachment of MAIF members toward their mutual insurance company, a champion player of customer experience and customer relationships.
Methods
1 year involvement of an in-house multidisciplinary task force consisting of 20 contributors. Human-Centred Design methods applied: immersion with loyal MAIF members, a series of in-house ideation workshops, support tests, prototyping and usability tests.
Solution
Enrichment of the customer experience, designing new initiatives aimed to foster closer relations between MAIF members and the mutual insurance company
Key figures
. A task force of 25 staff
. 27 MAIF members involved
. 11 workshops
. 120 ideas
. 27 formally-defined concepts
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