AXA Life Invest are the providers of leading investment and savings solutions. These are designed to protect assets against risk, and involve confidential customer engagements which span many years. Investments by customers can be significant and are designed to help protect them into the future.
AXA Life Invest works across many markets within Europe. They offer a variety of packages to its customers who can invest significant sums with them. As such, it is critical for engagements and communications with their customers are clear, precise and of a high-level of quality to reflect the relationship between them. In this respect, AXA Life Invest required help in particular with two offerings it had in the UK and French markets.
Graphic Mint started the project with a series of workshops that covered the products AXA Life Invest needed help with. These included key stakeholders who helped map out the key touch-points across the life-cycle of the product in the different markets. These were designed to understand to the different customer experiences and where the pain-points were located in the process. From the workshops, Graphic Mint synthesised the results and outcomes to create a Service DesignBlueprint. This outlined the internal processes, the customer touch-points and end-to-end Customer Experience.
The detailed Service Design Blueprint created by Graphic Mint is an evolving document upon which a customer experience strategy can be built. This is to allow it to reflect on the quality and character of AXA Life Invest’s oﬀering. It illustrates the systems and touch-points in the current customer lifecycle, which allows staff across many teams to share an understanding of the current problematic interactions. With this knowledge the AXA Life Invest can calibrate their inner workings, processes and procedures to have more meaningful interactions with their customers.