Cases

Life is embedded in an eternal cycle. People are born, get together, have children, grow old and die. Many services are built upon that life cycle; think about insurances, banking and education. Most of these crucial moments in life are very emotional, but also require for services with a strong human-centered focus.

Identify

Our customer provided services bound to this natural cycle without using its full potential. As regulation changed and new service providers entered the market, our customer became aware that his business was endangered. Kite identified lacks in service delivery through workshops and interviews with the service provider and (potential) clients.

Discover

Research unveiled that most contacts between the organization and the dependents were transactional. A list of opportunities was built. To make the design team feel and understand the customer need they were given real-life research homework. They were asked to approach their relatives with a holistic questionnaire on how they would like things happening after their death.

Create

Out of this impactful exercise, new ideas surfaced on what and how to help and serve during these moments. As an example: for the handling of the digital inheritance, such as closing down memberships, mail-addresses and safeguarding intimate information, no service or procedure existed. These ideas were deepened out with the design team, based on a service model canvas.

Prototype

For the thus retained ideas, a proof of concept was built and prototyped based on walk-through sessions. It was then handed over to marketing and business modelling teams to further implementation.