In the workplace, we think of data as a tool to help us better utilize resources or track performance
Rarely is it used to inform and inspire design. But that’s precisely the approach EPAM Continuum employed to support Manulife in redesigning its customer experience in Hong Kong.
Manulife, a multinational insurance company and financial services provider, engaged EPAM Continuum to support the merger of two customer service centers in Hong Kong, where the company has had a significant presence for 125 years. The goal for the single, larger customer service center (CSC) was to leverage the increased demand and customer flow as an opportunity to rethink customer service.
Manulife and EPAM Continuum partnered to use customer voice and data to inform the design of the physical space, ultimately creating an experience that would be less “queue and transact” and more “guide and digitalize."
Understanding the Business
Getting to Know Customers
Improving Customer Experience
Designing for the Future
By considering the physical space, tools and staff holistically, EPAM Continuum was able to make waiting more productive and efficient.
Our CSC design is built to be flexible, evolving as digital services become increasingly sophisticated and as enhanced offerings change where, when and how Manulife serves customers.
We designed a CSC that allows Manulife to provide customer support matching the high level of service customers experience through other Manulife service touchpoints.
HEAR FROM MANULIFE
AVP, Head of Service Excellence in Hong Kong
“EPAM’s analysis presented a more dynamic service model, flexing around customers' needs to reduce queue time, increase overall capacity and, most importantly, improve customer experience. Changes were implemented in December 2021 with encouraging early results despite another pandemic wave.”