UNDERSTANDING YOUR ENVIRONMENT
Health insurance is a unique environment that leaves an unpleasant taste in peoples' mouths in general. This is an understanding that needs to be recognized immediately, as it does not take a bad experience for people to be left unhappy, just a mediocre one. Health insurance is intricate and confusing, and often only ever gets utilized in a time of physical hardship, which can lead to emotional and financial difficulties. Designing customer experiences with this context magnifies the needs to understand our customers.
With the help of my work journal, I was able to reflect on some unique lessons I learned at Premera that did not directly pertain to my assignments.
PRIORITIZING PROJECT INTAKE
I created a brief document on work assignment prioritization, which helped us manage our time and level of importance for specific project assignments.
CUSTOMER EXPERIENCE OFFSITE DAY
SHARING LESSONS FROM CONFERENCES & WORKSHOPS
I created another brief document from a Customer Experience Team offsite day, where members of my team had a chance to spend the day sharing lessons they've learned from conferences and workshops that would be of use to the team's individual projects. There is a sense of mirroring from these experiences that could be translated to the accountability and purpose we had to serve our members.