Insurance Design Thinking case

1. Challenge: How do we provide depression
claimants with timely return to productive
lifestyle?
INSURANCE
CASE

2. SERIOUS
MENTAL
HEALTH
WORKFORCE
SHORTAGE
OVER 80% OF
CLINICALLY
DEPRESSED
ARE NOT
RECEIVING
ANY SPECIFIC
TREATMENT.
DEPRESSION
AFFECTS 1 IN
10 AMERICANS
(OVER 40
MILLION
AMERICANS).
SOCIAL
STIGMA
ASSOCIATED
WITH
DEPRESSION
Research:
• Depression is on the rise and is unmanaged; it amounts to high level of
disabilities. It’s a major expense with high relapse rates.
• Depressed claimants often hope their case managers can connect with
them and offer depression help and not just insurance.
• Case Managers have insufficient time for complex cases and creating
human-connections with claimants.
• People distrust and dislike insurance companies.

3. Insights:
• XYZ company is often the first contact for the claimants who skip work due to
depression.
• XYZ company has an advantage to position itself to help depressed claimants with
their health.
• This is a great opportunity to guide depressed customers, prevent advanced
depression and/or relapses, and become an insurance company that people trust.

4. Original Challenge: How do we provide
depression claimants with timely return to
productive lifestyle?
Reframed Challenge: How might we better
connect with the claimants, help them detect
early signs of depression and prevent it?

5. Solution: Digital wellness mobile application to help with Depression
• Combining the most effective tactics (meditation, exercise, Cognitive-Behavioral Therapy)
• Constantly learning about the person and getting increasingly accurate in summary and predictions
• Applying the effectiveness of ‘Micro-Habits’, ‘Habit Stacking’, ‘Nudges’ and Gamification to gradually elevate the
person’s ability to recover
• Emphasizing importance of social belonging by grouping patients based on various characteristics (predictive
clustering like ‘I’m not alone’, ‘since it worked for them, you should try it’, …)
• Using digital as a gateway to real-world (places, people)