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CONTINUOUS PARTNERSHIPS

Aditya Birla Health Insurance

How we made Design the centre of Innovation at one of India’s largest Health Insurance firms

Canvs has been a long term Design Partner for ABHI. We have joined hands to take the firm from digitization early on to a fundamental rethink of the user promise towards more progressive goals.

2016 -ABHI began as a digital first Health Insurance firm

Testimonial_V2

A variety of Insurance products, services and business processes to be digitized and designed into seamless customer experiences

Activ Health: ABHI’s flagship product, an insurance companion app

Web journeys: Online insurance purchase and policy generation experiences.

Happy: On ground sales agent companion product.

Our work with ABHI was a 3 phase progression

PHASE 1: DIGITIZING INSURANCE

Digitizing Insurance for customers and Sales for Agents

PHASE2 : CATALYZING DESIGN MATURITY

Bringing Design Ops to ABHI: Catalyzing change towards product and design centricity of teams

PHASE 3 : MODERNISING THE VALUE PROPOSITION

From Insurance to Care: A relaunch of the product promise

First things first our job was to take the products to market.

Phase 1: Digitizing Insurance and Creating a digital companion for Sales

Digitization

Activ Health Apps

The primary insurance companion app for customers to track their health returns, statements,raise service requests etc

Online journeys

D2C Insurance product purchase and policy disbursement experiences.

Happy Agent App

An on ground Sales Agent app that allows them to track their leads and generate proposals.

While ABHI grew as a product company, it became imperative for us to redesign internal processes to move with the times.

Phase 2: Design Ops : Catalyzing Design Maturity in Teams

Design Ops

Canvs Catalysing Design Maturity

As the Activ Health platform and the engagement matured, Canvs began to identify other core issues in product management that helped kickstart the Design Ops phase. With an evolving team and increasing customer base, there was an impending requirement to have systems in place for better cross-functional collaboration. This phase was aimed at improving both the functional and the more conceptual goals that the product team aimed to achieve.

Also! We turned Happy into a full Digital Office

A multi modal mobile office automation app for Agents with built-in team management

We turned Happy from a simple Agent companion app into a full-fledged digital office that allows agents and their supervisors to have a mobile desk. It now allowed them to schedule meetings, maintain contacts, set tasks, collect documents, send proposals and even manage teams reporting to them.

Digital Office

Globally insurance was moving towards care and wellness and we saw ABHI’s natural progression into it as a brand.

Phase 3: Gradually making Wellness the core business offering

Slide Deck

Our Pitch to ABHI CEO Mayank Bathwal to move from Insurance as a positioning to Wellness and Care.

Pitching Wellness and Care as the centrepiece of Insurance

ActivHealth_ABHI

Globally, with products like Oscar, Lemonade, the promise of insurance had evolved from being a protective afterthought a continuous relationship with the customer centred around humanization.

So we proceeded to make Wellness the centre of the new applications positioning. We restructured the Information Architecture, brought wellness elements to the forefront and gave the app a new modern visual design with softer colour choices, modern visual styles and humane UX writing.

Our work with ABHI was well received by the customers. The new positioning worked.

ABHI Portfolio Banner

CONTINUOUS PARTNERSHIPS

Aditya Birla Health Insurance

How we made Design the centre of Innovation at one of India’s largest Health Insurance firms

Canvs has been a long term Design Partner for ABHI. We have joined hands to take the firm from digitization early on to a fundamental rethink of the user promise towards more progressive goals.

2016 -ABHI began as a digital first Health Insurance firm

A variety of Insurance products, services and business processes to be digitized and designed into seamless customer experiences

Activ Health: ABHI’s flagship product, an insurance companion app

Web journeys: Online insurance purchase and policy generation experiences

Happy: On ground sales agent companion product

Client testimonial

Our work with ABHI was a 3 phase progression

PHASE 1 : DIGITIZING INSURANCE

Digitizing Insurance for customers and Sales for Agents

PHASE 2 : CATALYZING DESIGN MATURITY

Bringing Design Ops to ABHI: Catalyzing change towards product and design centricity of teams

PHASE 3 : MODERNISING THE VALUE PROPOSITION

From Insurance to Care: A relaunch of the product promise

First things first our job was to take the products to market.

Phase 1: Digitizing Insurance and Creating a digital companion for Sales

Activ Health Apps

The primary insurance companion app for customers to track their health returns, statements,raise service requests etc.

Online journeys

D2C Insurance product purchase and policy disbursement experiences.

Happy Agent App

An on ground Sales Agent app that allows them to track their leads and generate proposals.

Digitization

While ABHI grew as a product company, it became imperative for us to redesign internal processes to move with the times.

Phase 2: Design Ops : Catalyzing Design Maturity in Teams

Canvs Catalysing Design Maturity

As the Activ Health platform and the engagement matured, Canvs began to identify other core issues in product management that helped kickstart the Design Ops phase. With an evolving team and increasing customer base, there was an impending requirement to have systems in place for better cross-functional collaboration. This phase was aimed at improving both the functional and the more conceptual goals that the product team aimed to achieve.

Design Ops
Digital Office

Also! We turned Happy into a full Digital Office.

A multi modal mobile office automation app for Agents with built in team management

We turned Happy from a simple Agent companion app into a full-fledged digital office that allows agents and their supervisors to have a mobile desk. It now allowed them to schedule meetings, maintain contacts, set tasks, collect documents, send proposals and even manage teams reporting to them.

Globally insurance was moving towards care and wellness and we saw ABHI’s natural progression into it as a brand.

Phase 3: Gradually making Wellness the core business offering

Slide Deck

Our Pitch to ABHI CEO Mayank Bathwal to move from Insurance as a positioning to Wellness and Care.

ActivHealth_ABHI

Pitching Wellness and Care as the centrepiece of Insurance

Globally, with products like Oscar, Lemonade, the promise of insurance had evolved from being a protective afterthought a continuous relationship with the customer centred around humanization.

So we proceeded to make Wellness the centre of the new applications positioning. We restructured the Information Architecture, brought wellness elements to the forefront and gave the app a new modern visual design with softer colour choices, modern visual styles and humane UX writing.

Our work with ABHI was well received by the customers. The new positioning worked.

IMPACT ON BUSINESS

Increase in ‘Wellness Partner’ activation/ usage

Value Added Services implemented over a 110000 times and Health Tools implemented over 150000 since redesign.

Icon 2

IMPACT ON PROCESSES

Digital Adoption

Increase of 10% in self servicing through app which takes away load from operations team at ABHI an over 38% of the ABHI customer base was now implementing the Activ Health Platform.

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IMPACT ON SATISFACTION

Customer Engagement and Satisfaction

Android app rating jumped to a 4.1/5