User Journey Mapping and Service Blueprinting Workshop for Fortune 500 Insurance Company Claims Business Unit
Overview
A Fortune 500 Insurance Company needed to understand the complexity of systems that impacted the user journey. I planned, organized, facilitated, and shared the results of a User Journey Map and Service Blueprinting workshop for a Fortune 500 Insurance Company Claims Business Unit to help them determine the next steps in their product roadmap.
Problem Statement
Understand the immediate insights where different areas come into the Special Service Instruction process to gain insights into the technology used to move the SSI through the process. Resolve inconsistent experience with SSIs and understand the ideal state to make informed decisions on how to make MVP.
UX Process
As the Lead UX Designer on this project, I created all workshop material to facilitate the user journey map and service blueprinting workshop. This was a two-day workshop to understand two different lenses within the flow for special service instruction application. This workshop helped to refine the roadmap and prioritize features.
Client Feedback
"Beth joined the Claims SSI project at a particularly turbulent time. The Product Design Lead on the project was leaving and she was replacing another contractor after a week of engagement. Through conversations with the stakeholders, quick onboarding, and a solid statement of work for the project; she was able to put the business at ease and make sure the scope stayed on track. She has been a fantastic addition to the team and I look forward to working with her."
Promotion from Insurance Client to UX Architect - Promotion on the employer side as a result of June 2022
Outcome
A successful two-day workshop allowed us to have a service blueprint that could be used to determine what the product roadmap would be going forward.
UX Activities and Deliverables
• Managed the setup for User Journey Workshops and Service Blueprint Workshops
• Pulled together a facilitation team to assist with workshop facilitation for two breakout rooms
• Facilitated the overall workshops to guide users on activities to complete to validate the two user journey maps and then the service blueprint
