We faced challenges in understanding the actual thoughts and behaviors of both existing and non-customers, particularly among those who have not yet purchased insurance products. This gap in knowledge presents an opportunity to gain deeper insights into customer perspectives and preferences.

To address these challenges, we conducted workshops with stakeholders to ensure alignment and mutual understanding of the contributions of various departments and teams involved in the customer journey. Additionally, we performed interviews with actual customers, non-customers, and agents of the insurance company to identify real needs and develop targeted solutions to fill the gaps.

Design journeys from awareness to buying insurance, involving agents, customers, and the insurance company.

Leverage the existing touch points and suggested new features base on the real users' needs.