Renee JeffreyCustomer Experience Design Manager
For past year, Renee has been working with the retail network to drive Bupa’s new concept stores.
Currently there are 7 ‘stores’ open which have all been designed around people, customer and environment.
The key aim of these stores were to reinvent how customers perceive and interact with health insurance and creating a channel that truly personalises each individual customer experience.
- Designing Bupa’s new retail network to respond to people, customer centricity and the environment
- Recruiting and training instore talent to move from being sales focused to customer experience and customer led
- Measuring success around: 1) ease of interaction 2) efficiency of staff and 3) connection with customers
- Using human centred design and a combination of data and people to find the root cause of pain points