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Here at Kaiser X Labs, we are lucky to start new projects very often, which allows us to continuously learn and grow. Working in the insurance world, one can imagine it’s not always easy, and projects can be challenging. We’ve put user research at the core of our work and, as mentioned in our previous article, we believe that the complexity of insurance processes can be resolved through experiences.

Our extremely dynamic and talented team is formed of different functions- researchers, designers (with different areas of focus, as such brand, UI, UX, system designers), researchers, developers, and data analysts, who need to work closely together in order to deliver a successful outcome. …


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Humans Need to Connect.

Customer feedback is universally regarded as critical for business success. It is often used to evaluate existing features and plan new features or to leverage information for marketing purposes.

Most of us are familiar with the ever-present star-based ratings. App stores rely heavily on this type of user feedback as well as web portals that help us find a restaurant. From YouTube videos to rating doctors online — giving feedback and taking in feedback to guide decisions has become a crucial part of our modern-day reality and our interactions with companies and brands.

Customer Centricity is a Team Sport

Insurances are customer-centric in their very nature. They are more than a necessity — we all need to have them to prevent severe financial damage. Insurances are companions in our lives, a reliable source to turn to when we need support to navigate through troubling situations. …


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Masks produced by volunteers of the Valenciacose initiative

A Welcome Back for Kaisers

Due to the global Covid-19 pandemic, our offices throughout Germany were forced to close on March 16, 2020. After more than 80 days of remote working, we have begun the process of reopening our offices, starting slowly with Wave 1 of our return-to-office strategy. This strategy will be executed in a 3-wave approach. These waves will be implemented in line with Germany’s federal & official restrictions. Each wave will only be implemented provided that certain trigger conditions are met and with a minimum 4-week buffer between each wave. …


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Back in August of 2018, we published an article titled “What is Usability Testessen?”. This article shared our testing experience that included pizza, beer and a successful journey to valuable insights. Since then, Allianz has received a lot of valuable feedback on the development of products brought to the Usability Testessens, as well as those brought to our internal testing format called Lunch Testings. To continue in our goals of great testing experiences, Allianz Leben and Kaiser X Labs have joined together to strengthen these formats by giving them both a solid framework to live in. …


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Researchers are in the business of humans and since humans are strange and complex, it’s safe to assume that there will always be a need for a better understanding of our needs and behaviours. As researchers, we rely on our brain’s ability to create a process to decipher others and find an understanding that helps set functions and motions that benefit our surroundings. The process of reaching that kind of understanding has been ever-changing, especially in the last 15 years. With the appearance of more and more digital products alongside physical products, researchers have been given a wider set of tools & techniques that help to understand, not only claimed behaviour but the actual behaviour that explores the gap between what people say and what they do. For more than a decade, researchers have moved from service conducted primarily through phone questionnaires, towards doing more explorative research. It has become vital to track actual behaviour, to do remote-asynchronous research, and large scale quantitative analysis to pinpoint the success or failure of minor improvements. …


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Client: Syncier is an Insurance as a Service company using Cloud native technology formed by different ventures that together afford the holistic offer of Insurance services.

Areas: Concept, Naming, Brand Identity, Visual Design, Web design

Syncier is the space enabling other companies to use selected, pre-built elements of the insurance value chain on a subscription basis, essentially powering insurance operations for others. Syncier is the frame that shapes insurance businesses in different ways, based on different needs, by offering infrastructure and insurance services in the Cloud.

When starting with the brand for Syncier, we wanted to address the generosity of an open platform company by bringing a human character to it. The idea of sincerity and transparency, and of being able to build something big by working together, has been our main inspiration in its naming. The structure of the word Syncier is a combination of the prefixes “syn-/sync-” meaning synergy and synchronisation, and the suffix “-ier” that adds a human side to it. The symbol has been designed to emphasise and underline the meaning of Syncier. The honest character of the name was our starting point for the creation of the mark: one single shape; cohesive, straight and simple. …


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In a whirlwind of a few weeks back in April, we didn’t just grow by a few new team members but by a whole new team at once. Today, we are happy to announce our new Data Analytics team, 8 specialists who immediately broadened our offerings with the addition of their services and expertise. The Data Analytics team, located in Hanover and remote locations throughout Germany work closely with our other offices in Munich, Stuttgart and Frankfurt and with our Allianz partners and external teams.

So, what exactly is Data Analytics and why are we so excited about it?

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Data Analytics is a discipline that closes the loop of our offerings with data-driven customer-centricity. Its offerings bring personalization and continuous product optimization for the best possible customer engagement and experience to a qualitative level based on quantitative data insights. …


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Zig Ziglar said, “outstanding people have one thing in common: an absolute sense of mission.” This statement is inspiring and intimidating at the same time, isn’t it? On one hand, who doesn’t want to feel as though they have an absolute sense of mission, but on the other hand, what exactly is the path to reaching that absolute and how do you get a whole team of people to join in the journey? How does a company react as it grows and it’s offerings begin to change? …


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As we reconvened the team to continue exploring questions that intrigue us, we decided to ask ourselves: “If insurance were a superhero, who would it be?” We had a lively discussion, told stories, sketched ideas and came up with a few answers.

But you may have a question of your own: Why?

When we design services and experiences for Allianz, one of our biggest tasks is taking something as intangible as insurance and making it tangible. That means, as we create experiences that accomplish a task or serve a need, we
strive to do it with personality. We need to create experiences that are unique, memorable, maybe even heroic.

A technique we sometimes use in our process is imagining what the “super power” might be of an organisation or group that we work for. That is, we try to pinpoint the one thing they do better than anyone else. It’s one of many
kinds of design thinking exercises that help push our creative thinking beyond the obvious. It helps us explore ideas, make connections, create analogies, and focus on what’s really important. Considering insurance as a superhero is a way to think richly about what we do every day. It’s also fun. …


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Raised eyebrows and sceptical looks are the first reactions when I talk about how fascinating it is to work in the insurance business.

However, thinking about why people buy insurance quickly brings you to realise that insurance is for the things you really care about — your car, your health, your family, your future. The researcher in me enjoys the meaningful conversations I have with research participants not only about the wishes and dreams they have for their future but also their fears and the setbacks they’ve experienced in their lives. The service designer in me gets excited to bridge these very emotional topics with a very rational product — something that is based on highly complex math and tons of juristic text. The way insurances work, combined with the nature of the user mindset, is a true challenge for service designers. …

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We are Kaisers

Communication for Kaiser X Labs

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