AIA INNOVATION
Optimising NPS and sales through enhanced insights
Challenge
Our client, a large publicly-listed financial services group in the Asia Pacific, understands that customers gravitate towards companies that understand their needs. They wanted to design experiences that better meet the needs of expectant mothers. More specifically, this client wanted to know when and how to target expectant mothers to optimize their sales.
Approach
We started this project by conducting ethnographic research to gather qualitative data and better understand the varying needs of expectant mothers in the region. Based on these insights, we helped to redesign the prototype the company had developed to meet customers’ needs. In addition, we developed a quantitative data model to measure and respond to customer needs throughout their customer experience and pregnancy using the application.
Impact
We helped the company develop a better solution to better serve their customers with the aim of increasing NPS and sales.
