Zurich CX Design Mastery workshops

Partner with Livework and Craigwalker Design & Research, I facilitated a series of workshops with a team of 20 participants in Zurich Hong Kong.

Challenge/objective

Zurich Insurance is interested in developing select employees in the Hong Kong region with Customer Experience skills and methods to enable them to apply a customer-focused approach across their work. To do that, Zurich Insurance wants to leverage the Customer Experience program developed by Live/Work, which has been applied successfully across other regions with the aid of Craig Walker Design and Research.

Approach

As a lead facilitator to run a series of CX Mastery Cycles for a team of 20 participants, each of these sessions were ran with 2 facilitators. The sessions was face to face and take place in person in Hong Kong, and utilised information and tools created on Mural boards prior. The sessions was focus on design challenges and customer scenarios relevant to the Hong Kong participants, which was created beforehand.

Ice Breaker

Existing Customer Journey Mapping

Problem Statements & How Might We…

Co-Creation & Prototyping

The team :)

We had so much fun learning about Customer Experience (CX) Design with the teams at Zurich Hong Kong. After learning the fundamentals, we map out the current customer journey of the insurance customers, and co-create a new service design that can streamline and elevate the claiming process, solve some pain points and elevate the experience.

Let’s workshop again in the future :D