Discovery into the insurance placing platform

1The client

Lloyd’s of London is the world’s specialist insurance market. Its placing platform is where brokers and underwriters negotiate and bind risk, and it is complex by any standard.

2The challenge

The discovery had to identify pain points across many stakeholder groups and define a new end-to-end customer journey, with every workshop run remotely during 2020.

The main objectives were to:

• Run weekly remote stakeholder workshops to identify pain points
• Define and design the new overarching end-to-end customer journey
• Produce personas and a detailed journey map
• Manage complex stakeholder relationships and the wider team during discovery

3Our approach

We led the service design and UX team through an agile discovery, running stakeholder workshops weekly over Zoom and Teams. We researched key stakeholders, mapped the detailed journey in Miro and presented the final output, including personas, while managing the stakeholder relationships and the wider team.

4The results

Lloyd’s had a defined end-to-end journey, personas and a prioritised set of pain points to take into design. Engagement ran from June to September 2020.