Nationwide Future State Journeys
Customers are choosing brands, products and services based on the quality and value of the experiences they have with them. Future state journey maps are a tool for conceiving and inventing new and high-impact customer experiences that differentiate Nationwide from its competition.
Design Thinking
Building Empathy with Customers
Insurance and financial products are often complex and difficult to understand. Insurance and financial services companies are complex too. By focusing stakeholders on the customers they protect, I was able to help the company re-think product and service concepts.
Future State Journeys
Establishing a Vision
Future state journeys help an organization visualize what a future customer service experience may be like. They help align people around a future vision while also providing direction on the scope, features and technologies required to achieve that vision. They help an organization move from “dreaming” to action.
Sample Illustration
