Designing Better Customer Journeys
In today’s competitive landscape, understanding your customer’s experience is crucial for business success. This interactive workshop guides participants through the process of customer journey mapping and empathy mapping to uncover pain points, highlight opportunities for innovation, and design more engaging experiences.
Through hands-on activities and real-world examples, your team will learn practical techniques to visualise and improve the customer journey.
Overview
The insurance sector faces unique challenges in delivering customer experiences that foster trust, loyalty, and long-term engagement. Customers often encounter complex products, lengthy claims processes, and inconsistent service across channels-pain points that can erode satisfaction and drive policyholders to competitors.
This workshop, “Designing Better Customer Journeys,” is designed specifically for insurance professionals seeking to transform these challenges into opportunities for innovation and differentiation.
Participants will learn how to visualise and analyse the insurance customer journey, from initial awareness and policy purchase to claims handling and renewal. Through hands-on exercises, you will map each stage of the journey-identifying critical touchpoints, customer emotions, and internal processes that shape the policyholder experience. Special emphasis will be placed on understanding and addressing common industry pain points, such as product complexity and the frustrations of slow or unresponsive claims and service interactions.
Learning Objectives
Identify and articulate customer pain points and moments of delight throughout the customer journey
Gain deeper insights into customer needs, feelings, and motivations through empathy mapping
Create a customer journey map for a selected product, service, or process
Analyze journey maps to uncover areas of friction and opportunity for innovation