CASE STUDY
Transformed End-to-End Businesses to Create Global Operating Model for Fortune 100 Financial Services Firm
Challenge
A global insurance corporation was experiencing an inconsistent delivery model and an overly complex operational platform causing declining customer satisfaction. The company needed to drive an end-to-end transformation to institutionalize design thinking and create a single, consistent global operating model.
Approach
The SSA & Company team leveraged Lean principles to create journey maps for primary client segments, identifying pain points and drilling down to the root cause. We leveraged qualitative interviews and quantitative data analysis to pinpoint key areas of inefficiency within the user journeys, ran a global set of future state design workshops targeted at building a market-leading client experience, and used a future state blueprint to carve out targeted improvements.
Results
Established target metrics & KPIs, proposed and tested potential solutions, and finalized the future-state process
Identified over $60M in improvements
Provided business leadership team with training and roadmap for design thinking process
Related Services
Results
Established target metrics & KPIs, proposed and tested potential solutions, and finalized the future-state process
Identified over $60M in improvements
Provided business leadership team with training and roadmap for design thinking process
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