Insurance web online purchase redesign

Discovery phase delivered from my CX team for the online part of the new property insurance purchase websites - see the final website - the winner of the category "Act of the year 2025" in the VISA Insurance Company competition.
Our team Tunned up E2E purchase journey (UX/CX/Research and testing/UX writing/Online accessibility optimization) with final sales increase generated by direct web traffic or leads from phone numbers and customer chat/chatbot. See my initial CX case study with process and changes proposals as a part of my succesfull recruitment process to CSOB insurance company (no internal data or processes used).

 

 

Customer Journey Mapping and Blueprint

Improving Mikro Teatro visitors experience was the goal of the 6 months project.

See all provided documents in detail - insights, stakeholder mapping, customer journey mapping, blueprint for Customer Journey Mapping & Blueprint (Czech language) and final presentation in English for the stakeholders.

We use many service design methodologies to deliver real positive impact for the unique childrens thetre in the city Brno. I work in team of two in this project. 

 

 

 

Tutoring and on-hands training
at Masaryk University and ČSOB bank

Customer Journey Mapping and Customer Experience work with metrics is my field of the expertise (together with retention activities as well). I provided online and in person tutor lessons and workshop to know more about those methodologies and use them in their practice in real situations. Especially for CX metrics I focused on the new way how to evaluate huge amount of the unstructered data from customers feedbacks.

 

 

Interaction Design

The Rescue Hotline App study for interaction design explores how mobile technology can extend communication and connectivity during crises and natural disasters, even when standard networks are degraded or unavailable.
Drawing on experience in Telco network experience and insurance customer journey mapping, the concept combines user / crisis experience design with realistic technical scenarios to support residents under extreme stress. Here is the output for public presentation with context.

 

Qualitative Research

Mikro Teatro qualitative research was one of the sources for improving visitors experience - go through the Quantitative research report in detail.

As described in the final research report, I made interviews with people from well defined target group to get qualified outputs for next steps to the childrens theater development. See final presentation for stakeholders