CHIA-YU CHEN
Client Profile
Industry / Food Manufacturing
Year / 2019
Goal
Make insurance services differentiation and construct health ecosystem by defining new health service.
Process
Target Audience
Milliennial Generation with highly health-conscious and high frequent health
behavior.
Client Profile
Industry / Finance Industry
Duration / 6 months
Interview
The project focus on 2 potential groups -
1.Married with children
2.Unmarried without children
outline includes
motivation, frustration, digital/physical tools, inspiration
Summarize to 3 Personas
high self-discipline
low self-discipline
Total Interviewed
29 people
Man
Woman
Summarize to
3 personas
Develop Health Customer Journey
Before ---------------------- During----------------------- After
Hurt in the exercise
Get bad data in health report
Don't know how to exercise efficiently
Key scenario
Health Customer Journey
Service Blueprint Workshop
Service Blueprint workshop
Build New Habits
1.Trigger
2. Action
3. Variable Reward
4. Investment
We hold 2 days workshop for the project.
Digital Experience Design
During the project, I design the digital space and meeting content, including check-in style, strategy templates, and interactive structure and to make sure the digital experience is perfect.
Result
1. Successfully help the insurance company understand
users and create 3 important personas.
2. Help find service opportunities.
3. Team came out 200+ ideas and sum up to 3 innovative
finance service concepts.
4. The insurance company creates a new insurance service
based on the project result.
Learning & Reflection
I will do differently next time:
1. Hook model is a great method if your product is to
change people's behavior.
2. It's better to integrate a similar Persona first.
3. Always have a plan B when doing an online workshop,
like preparing PowerPoint files to send to the team
members in advance.