This article is a case study of the efficient implementation of design processes in Warta. It accounts for the perspective presented by Anna Kuczyńska, now a CX manager in the Warta Insurance and Reinsurance Association, and by Weronika Rochacka-Gagliardi, a service designer and leader of design team. In reference to their collaboration of a few years, it describes the process of designing a customer journey of filing a claim, considering both the needs of policyholders and the efficiency of business and technological processes.
At the end of 2020, Warta set a goal of simplifying the claim service process. Over four months, a process was designed to unify internal procedures and communication with customers. In six months from its launch, the company noted particular financial savings and improvement of customer experience. Next to the very process of claim service, Warta conducted a number of operations to build empathy and customer-centric attitude in its employees.
In 2023, the company collaborated with the service design team again in order to assess changes in the process from the perspective of customers and employees. The result was the implementation of new solutions, accounting for the past experience. The article refers i.a. to the issues of design efficacy measurability, assessment of the effect of changes on users behaviour, design process management, as well as models of collaboration with businesses and building the awareness of the role of empathy in organisation.
Keywords: service design, customer experience (CX), corporate empathy