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Case Studies
Major Australian General Insurer
Mission: To rewrite and redesign PDS to improve customer experience and reduce cost.
Business Drivers
- Insurance commission of inquiry – transparency on flood cover language
- Large number of customers did not understand their cover
- Reduce contact centre costs and improve efficiency
- Old PDS didn’t reflect the brand
Solution
- Start with customer research – human centred design approach
- Plain language rewrite of content – simple & contemporary
- Strong IA – UCD approach to new visual design
Business Results
- Saved $2.4 million per year by reducing contact centre calls
- Customers praised how easy the new PDS was to understand
- Staff were more efficient because they understood it too
- Proactive response to disaster-led insight
Australian Big 4 Banks
Mission: To reduce costs and risk.
Business Drivers
- Reduce cost and dependence on outsourced core activities
- Improve CX
- Reduce risk & reliance on print providers
- Control and own their own data
- Centralise the document generation for the whole bank
Solution
- Own IP on a standardised CCM platform
- Build an internal team capability with the help of trusted CCM specialists
- Integrate docgen platform with other internal systems (source platforms, automation, archive, etc)
Business Results
- Saved millions in costs
- Reduced risk – business continuity assured because the bank owns content, data & design
- More control & flexibility – the bank owns the CCM process
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