Transforming customer experience through innovative design thinking and rapid prototyping
Built in under 6 weeks for a leading insurance provider
Customer Satisfaction
Time Reduction
Weeks to Build
Concepts Developed
A leading insurance provider required a comprehensive digital transformation of their motor insurance claims process. The existing system was outdated, time-consuming, and provided poor customer experience.
From concept to validated prototype
Challenge Framing
Stakeholder Research
Design Sprint
Validation & Results
A systematic four-phase approach combining design thinking with lean startup methodologies
Enhanced Motor Claims customer journey and experience with clarity on benefits, status, and process optimization.
Phase 1 • Week 1
Comprehensive stakeholder and customer interviews combined with long-term strategic goal alignment.
Phase 2 • Week 2-3
Intensive collaborative sessions generating more than 10 innovative concepts through structured ideation.
Phase 3 • Week 4-5
Validated prototype ready for implementation with measurable improvements in user experience.
Phase 4 • Week 6
The digital transformation delivered measurable improvements across all key performance indicators, establishing a new standard for customer experience in motor insurance claims.
Overall customer satisfaction improvement
Reduction in claim processing time
Innoway helped us to drive innovation at ADNEC Group. Throughout the engagement, the team has shown their deep knowledge, humility, and professionalism, and we are happy to have them with us.
Director of Strategy
I would strongly recommend Innoway for any organisation requiring innovation consultancy services. Their understanding of our requirements and ability to leverage the experience and Innoway’s resources to deliver what we needed was exceptional, with the end result far exceeding my and the team’s expectations.
Marketing Director
We worked with Innoway on the co-creation and delivery of a very comprehensive innovation workshop. The professionalism, customer-centricity, flexibility, and agility displayed by Innoway through every step of the partnership were outstanding and very appreciated by attendees. The
VP Innovation, Global Solutions
Get detailed insights into our design thinking methodology, process documentation, and measurable results achieved for this insurance provider’s digital transformation.
