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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 PRAC...
 
	
  
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 UPYO...
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 basi...
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 ...
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....
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 Heal...
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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Cx australia 2015

Story of Customer experience design and transformation in a large organisation

Cx australia 2015

  1. 1. CAN NPS AND BIG DATA BE DESIGN TOOLS? (THE KRONKIWONGI OF EXPERIENCE) Harriet Wakelam Head of Customer Experience, Medibank
  2. 2. 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…
  3. 3.     Meanings exist in the interaction between things, not in the things themselves Alicia Juarrerro
  4. 4. IMPORTANCEOFCUSTOMERFOCUSEDLEADERSHIP 4   “THERE IS NO BETTER WAYTO BUILDACUSTOMER FOCUSED ORGANISATIONTHAN ROLLING UPYOUR SLEEVESAND GETTINGYOUR HANDS DIRTY.. IT’SABOUTWALKING THETALK” John  Stanhope,  CFO,  Telstra    
  5. 5. METHODOLOGY MADNESS
  6. 6. ..true TRUE… THE COMPONENTS AND FACTS OF A THING… DATA
  7. 7. 13.12.20147 CUSTOMER EXPERIENCE STRATEGY OPEN, INCLUSIVE AND COLLABORATIVE
  8. 8. change is about connecting to someone else - you don’t make change….
  9. 9. ANUMBERORSOMETHINGELSE…? 13.12.20149 NPS = Detractor Passive Promoter How many of our Members are at RISK!
  10. 10. WINNINGTHEPERMISSIONTODESIGN…… 10
  11. 11. 11 REAL.. Designed for the context in which it was meant to be used HUMAN
  12. 12. “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
  13. 13. LEARNINGFROMTHEFRONTLINE 13
  14. 14. PUTTINGPEOPLEINTOUCHWITHPEOPLE…. 14 “You can’t swing a skipping rope!”
  15. 15. STORIESAREDATAWITHSOUL (BRENEBROWN) 13.12.201415
  16. 16. 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. 17. 17 Ideal.. Dreamed… adequate – in the best way.. HUMAN
  18. 18. 13.12.2014 CONNECT THE DOTS OR COLLECT DOTS?
  19. 19. 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
  20. 20. WHAT DOES CONNECTING THE DOTS LOOK LIKE 20  
  21. 21. #WAYBETTER 2 •  How  might  we  deliver  a  WayBe7er  experience  for  new  Medibank  PHI   members?  
  22. 22. 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
  23. 23. 13.12.2014 INPUT AND OUTPUT
  24. 24. 13.12.2014 IN A SLIPSTREAM….
  25. 25. 13.12.2014 MEDISAFE
  26. 26. SANKHARA-DUKKHA the suffering that your fear causes
  27. 27. HARRIET WAKELAMHarriet.Wakelam@medibank.com.au @hwakelam https://www.linkedin.com/in/hwakelam 0407 303 393

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Story of Customer experience design and transformation in a large organisation

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