Insurance Content Provider Product Roadmap
Business wanted to know more about how and why their customers consume their content. Need a better way to get the Voice of their Customers and act upon it.
VERISK
PROBLEM:
Business wanted to know more about how and why their customers consume their content. Need a better way to get the Voice of their Customers and act upon it.
BUSINESS VALUE:
- Develop a new product roadmap that allows them to connect with their customers on a regular basis
- Institute a Voice of the Customer program making them closer to their customers than ever before
- Provided a way to search across all of their products’ content reducing and cutting their customers’ tasks by more than 50%!
- Develop a customer journey map that demonstrates their customers’ pain points along the way
- Design a new product portal that learns each time a customer uses the ISOnet service allowing them to be much more efficient while they work
RESOLUTION:
- Contextual Inquiry (interviewed several customers)
- Customer Personas
- Customer Journey Maps
- Ideation Workshops (collaborate with customers)
- Interactive Prototype (POC)
- Remote Moderated Usability Testing
- User Analytics
- Linking Data Across Content Silos
- Personalizing Customers’ Experience
DATE:
February 2016
EMPLOYER:
Alliance Global Services
PROJECT:
Verisk
POSITION:
