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Service Design by Ben Reason, Lavrans Løvlie, Andy Polaine

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CHAPTER 1

Images

Insurance Is a Service, Not a Product

Consumer Insights

Company Insights

Putting Insights into Practice

Experience Prototyping the Service

The End Is Just the Beginning

Insurance rarely comes to mind as an industry that provides a rewarding customer experience. The only time people find out whether their insurance company is actually any good is when they are at their most distressed and vulnerable. When they find out their insurance is awful, there is nothing they can do about it. They are at the mercy of small print they either did not read or did not understand, and they may end up spending hours on the telephone or filling out more ...

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