Re-defining customers’ service experience to drive profitable sales growth

A large national insurance company sought to innovate how its broker channel served small to mid-sized businesses. A current Questfire partner in a previous role conceptualized design ideas across a spectrum of customer need states, finally identifying service design ideas for the channel to roll-out to its customer base.  Piloted in a handful of markets, the service re-design program proved so successful that it became company standard.