Customer Journey Mapping on Health and Wellness Digital Platform
Background
One of the leading insurance companies in the world is in the process of developing digital health-ecosystem platform to support health and wellness amongst youth targets.
Objective
Prior to the platform development, there is a need to:
Explore targets’ daily routine and their attitudes towards health & wellness, and to assess the appropriate way to connect these targets by capturing their micro-moments
Understand overall customer journey when choosing platforms which support their health and wellness
Identify any white spaces based on their current experience on using any relevant apps/ platforms which support their health and wellness
Challenges
How to create an engaging health and wellness platform which urge youth targets to adopt healthier lifestyle, as well as attracting partners (merchants) to collaborate with.
How We Do It
Conducting In-depth Interviews to obtain deeper and thorough understanding towards their overall journey on healthy lifestyle and apps currently used to support it.
Solution
Results reveal an emerging need towards an app which serve as a ‘personal assistant’ that reminding and guiding them to adopt better lifestyle, and yet rewarding