A B2B website designed to recruit financial advisors, offering tailored content and a smoother user journey.
Summary
Prudential Financial, a Fortune Global 500 company providing insurance, retirement planning, and investment management services, sought to deliver a seamless claimant experience, enhance communication effectiveness, and increase understanding of key benefit options like the Alliance Account – a settlement option for life insurance payouts that provides beneficiaries with an interest-bearing account.
This project represented my first foray into Customer Experience Strategy, employing a customer-centric approach to address information and interaction needs across multiple touchpoints, moving beyond a focus solely on the digital product or website.
Project description
Client
Prudential Financial
Duration
1 year
Timeline
October 2023 – December 2024
Contribution
Strategy
Experience optimisation
Value added
Increased visibility across processes and account-level data
Improved underwriting efficiency
Enabled automation and data-driven decision-making
Enabled operational reporting
Improved work assignment, prioritisation, and tracking
Improved collaboration and communication between underwriters
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