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CAN NPS AND BIG DATA
BE DESIGN TOOLS?
(THE KRONKIWONGI OF EXPERIENCE)
Harriet Wakelam
Head of Customer Experience, Medibank
MEDIBANK/ FOR BETTER HEALTH
THE CX TEAM/ FOR THE CUSTOMER
DESIGN PRACTICE/ THE WAY WE DO THINGS
TOOLKIT / NPS, DESIGN PRACTICE, STORYTELLING
BEING HUMAN / …IN AN INSURANCE WORLD…
 
	
  
Meanings exist in the interaction between
things, not in the things themselves
Alicia Juarrerro
IMPORTANCEOFCUSTOMERFOCUSEDLEADERSHIP
4	
  
“THERE IS NO BETTER WAYTO BUILDACUSTOMER FOCUSED ORGANISATIONTHAN
ROLLING UPYOUR SLEEVESAND GETTINGYOUR HANDS DIRTY.. IT’SABOUTWALKING
THETALK”
John	
  Stanhope,	
  CFO,	
  Telstra	
  	
  
METHODOLOGY MADNESS
..true
TRUE…
THE COMPONENTS
AND FACTS OF A
THING…
DATA
13.12.20147
CUSTOMER EXPERIENCE STRATEGY
OPEN, INCLUSIVE AND COLLABORATIVE
change is about connecting to
someone else - you don’t make
change….
ANUMBERORSOMETHINGELSE…?
13.12.20149
NPS =
Detractor Passive Promoter
How many of our Members are at
RISK!
WINNINGTHEPERMISSIONTODESIGN……
10
11
REAL..
Designed for the
context in which
it was meant to
be used
HUMAN
“When people are not aiming for anything in particular or when they cannot
monitor their performance, there is little basis for translating perceived
efficacy into appropriate magnitudes of effort”
Badura
LEARNINGFROMTHEFRONTLINE
13
PUTTINGPEOPLEINTOUCHWITHPEOPLE….
14
“You can’t swing
a skipping rope!”
STORIESAREDATAWITHSOUL (BRENEBROWN)
13.12.201415
We fail to notice because we’re busy keeping busy..
We fail to dream because dreaming implies that we
have to take a risk to realize our dream
We fail to connect because we might get rejected
We fail to do because we haven’t noticed, we haven’t
dreamed and we haven't connected…
MONIKA HARDY
17
Ideal..
Dreamed…
adequate – in
the best way..
HUMAN
13.12.2014
CONNECT THE DOTS OR COLLECT DOTS?
13.12.2014
The problem isn't how to
make the world more
technological. It's about
how to make the world
more humane again.” 
John Maeda
WHAT DOES CONNECTING THE DOTS LOOK LIKE
20	
  
#WAYBETTER
2
•  How	
  might	
  we	
  deliver	
  a	
  WayBe7er	
  experience	
  for	
  new	
  Medibank	
  PHI	
  
members?	
  
UNPICKING FUTURE STATE CHALLENGES
WILL ENABLE US TO ADDRESS THE FOG OF HEALTH INSURANCE FOR OUR CUSTOMERS
22
Baseline Health/Wellbeing
Customer: Fog of Private Health Insurance
Business: Confusion about what to fix
Clarity/Focus
13.12.2014
INPUT AND OUTPUT
13.12.2014
IN A SLIPSTREAM….
13.12.2014
MEDISAFE
SANKHARA-DUKKHA
the suffering that your fear
causes
HARRIET WAKELAMHarriet.Wakelam@medibank.com.au
@hwakelam
https://www.linkedin.com/in/hwakelam
0407 303 393

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