Pioneer Group, in a joint venture with CARD Bank provides microinsurance to socially-and-economically challenged families throughout the Philippines.
Many Filipinos’ lives and livelihoods are susceptible to natural disasters or disease. For low-income households these unexpected circumstances are devastating. Microinsurance is an affordable protection option that can provide these households much-needed help. CARD Pioneer is one of the largest providers of microinsurance in the country, with a high level of empathy for their customers and a desire to provide better service. They asked 17 Triggers to help them become a more customer-centric organization by building the capacity of their staff so they could better understand their customers, improve the customer experience, and ultimately help more people through their micro-insurance products.
In a series of highly energetic and creative workshops, 17 Triggers trained the CARD Pioneer teams in trigger mapping and rapid prototyping, helping energize the teams and focus their attention on how to assess entire user experiences. The 17 Triggers team then led field immersion teams with CARD Pioneer for two weeks in Metro Manila and rural Mindoro, helping them get hands-on practice and hone skills as they journey mapped, created and tested rapid prototypes with customers, agents and staff in the field.
Through the research, CARD Pioneer teams refined their understanding of how people who had signed up for their micro-insurance products did not fully understand their policy, did not claim when they could, had difficulties with documentation if they did, and often did not renew. Focusing on practical innovations, 17 Triggers then helped CARD Pioneer develop a variety of rapid prototypes that would empower sales agents to explain the products and benefits, and tools that helped customers better understand their policy. Early tests showed enthusiastic uptake from agents and clear understanding from customers.
Some of the project outputs: