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Understanding Client Needs with Personas

  • Our client - a major global financial services company -  launched an innovative insurance program that incentivises healthy life style with lower insurance pricing.
  • Phase 5 was commissioned to conduct research with clients and advisors to support the initiative.

UX Case Study 4 - Picture1

  • Through this research, Phase 5:
    • Revealed customer and advisor goals and expectations
    • Uncovered thoughts and emotions, gained an understanding of how they wanted the experience to make them feel and compared it to how they actually felt through the experience
    • Highlighted pain points and areas for improvement