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Re-imagining Patient Experience
We designed a world-leading new specialty healthcare service for a global pharma company
Before launching their ground-breaking new Pet insurance, our client asked us to help design the ideal insurance experience for cat and dog owners
The challenge
This company is disrupting the insurance sector by delivering outstanding customer experiences and serving customers to new high standards. Before they launched their new Pet Insurance, they asked PEN to help design the ideal insurance experience for cat and dog owners
Our approach
We used their existing corporate values to develop a set of design principles, then used them to build a differentiating customer journey which addresses pain points and moments of truth to exceed common customer expectations of an insurance company
The outcome
A consistently easy, fair and transparent experience delivered to customers of this business. Feedback from customer has been outstanding, demonstrated in part through an NPS score of 80+
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