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“As long as your prior approach is most dominant.. You will get more refined variations of the same approach, but nothing genuinely comes to the fore”
Dr Stellan Ohlsson
07
… AN EXPERIMENTWELCOME TO
ITS CREATIVE
“Always design a thing by considering it in its next larger context – a chair in a room, a room in a house, a house in an environment, an environment in a city plan”.
Eero Saarinen
01/05/2023
CUSTOMER PROGRAM
VOICE OF CUSTOMER
Service NPS Relationship NPS Product ConfidencePractice: Capability and Support
Maturity Model | Customer Obsession Program | Design Thinking/practice
GETTING STARTED MAKING CONTACT REVIEW COVER GOING TO HOSPITAL USING EXTRAS INACTIVE
Day 1 Day 45
Experience design team
Experience design
Voice of the Customer
Customer Experience User Experience
Program Delivery& Change
01/05/2023 5
Measure and analyse customer feedback to better understand customer behaviour.
Act on customer feedback and insight to improve the customer and service experience.
Drive improvements through the digital channel and increase website and mobile usability.
Support the delivery and implementation of customer initiatives.
Create a world where change is embraced not feared where change energizes not exhausts
EVOLVING THINKING
14
LABS, IDEATION,
CREATION
MAPS, SPREADSHEETS MODELS
ECOSYSTEMS, RELATIONSHIPS AND
CHANGE .
INNOVATIONCRAFT
METHODOLOGY DATA, CONSULTING, SERIOUS BUSINESS
TRANSFORMATION
MASHUPS, IMPROVEMENT, INVENTION, SCALE
“The skills of craft no longer suffice”Donald Norman
METHODOLOGYTO TRANSFORMATION
BEYOND…
“Business ecosystems are complex economic communities of employees, partners and customers that innovate and extend products and services”
Haydn Shaughnessy
OLDlimited to a defined set of members and participants”.
NEW
The elements operate
independently from the ecosystem
SCALE…
NPS =
DETRACTORS PASSIVES PROMOTERS
30% 35% 35%
THE CASE FOR CHANGE
30% 35% 35%
TRANSFORMATION
13
Getting started New to fund
Going to hospitalMaking contact
Review cover
Using extras
I have health insurance – I don’t really get it
Medibank understands my health and empowers me to make health choices
that put in charge of my health
Fix the worst customer problems
Current State Journeys
Design and deliver new touchpoints
Change our relationships with customers
Future state journeys
CUSTOMER JOURNEY BASED MEASUREMENT FRAMEWORK
14
JOURNEYSSatisfaction of a journey
Step 1:Identify the lowest performing journeys
TOUCHPOINTSMeasured by drivers
DRIVERSSatisfaction of touchpoints
• Researching options• Getting quotes
RESEARCHING OPTIONSGETTING A QUOTE
• Friendliness of staff• Time taken to join
SIGNING UP
• Ease of logging in to OMS
• Accuracy of first bill
NEXT STEPS
• Clarity of next steps• Usefulness of info in welcome pack
MEDIBANK NPSSatisfaction with Medibank
FINALISE
• Confirmation that the joining process is complete
GETTING STARTED MAKING CONTACT REVIEW COVER GOING TO HOSPITALUSING EXTRAS INACTIVE
Day 1 Day 45
MEMBER NPS MEASURED IN THREE LEVELS
PAINPOINTLowest performing driver or a collection of drivers
• Lack of clear and useful information
CREATE NEW STORIES
Orchestrate learning
Convergence Surprising pathways that create invention
“technology alone is not enough – it’s technology married with liberal arts, married with the humanities, that yields us the results that make our heart sing”
Steve Jobs
MARRIAGE OF
DISCIPLINES
Groups of people coming together across institutions,
entities, disciplines – voluntarily working together
for mutual gain
LIFEBLOOD
92
CONNECT RESOURCES
01 PROVIDERS, POPULATIONS, HOSPITALS , SPECIALISTS
02 CUSTOMERS
EMPLOYEES04
PARTNERSHIPS 03
108
OPTIONALITY DESIGN, PROTOTYPING, OPTIONS, SYSTEMS
CAREER TECHNOLOGY PRODUCTPROCESS
REINVENTING, ECONOMIES AND SYSTEMS
REFRAME
Marketplaces at scale Optionality Courage Convergence
A DESIGNED SYSTEM IS ADEQUATE
It is only as complete and comprehensive as it needs to be in order to fulfill its intended purpose
Harold Nelson
Authenticity Invention
