Envisioning
Health

Co-creation Workshop

Design new digital health services for Generali Welion

DGI worked with Generali Welion, a new company that provides
welfare services for families, companies and employees.

Generali Welion's objective is to develop new health services to distribute throughout touchpoints

Insurance as a companion
not just when in need

Not just policies, but single services as well

Before the workshop

Service & UX Benchmark

Discover

Service Model To Be

Discover

Supporting Generali Welion focus on its future vision using design methodology.
With the aim to:

Share our analysis, create a common knowledge and start a conversation

Align the Generali and Welion teams
on the goal

Define new service package configurations and value propositions

Activities

Sharing moment

We gathered both Generali and Welion key people, with various roles: Customer Experience, Marketing, Product & Service, BD & Sales, Telematics, Health Claims & Operations.

The first activity’s aim was to create a team dynamic through the presentation of DGI’s research outcomes and first service design output.

This also helped gather a first round of feedback from participants.

Envisioning Health services

The work session was structured so that all participants were able to think about new possible health services by putting themselves into the personas’ shoes through an empathetic approach.
The objective of this exercise was to design a set of Service packages alongside Value Propositions and business considerations

We split participants into five groups, one for each personas, mixing different participant roles to have as much diversified teams as possible.
We equipped each team with a design kit including an empty Service Package Canvas to fill and our maps to help with that.

Design tool

We designed an ad hoc tool for the scope of the workshop, merging the traditional Value Proposition Canvas with the widely recognized Business Model Canvas in order to derive services package configurations and relevant value propositions. We called it ‘Service Package Canvas’.

Having already defined the customer segments we took the value proposition square from the value proposition canvas and we fitted it into a revisited business model canvas.
The sections we then had were: products & services, gain creators, pain relievers, key activities, customer relationships, stakeholders, touchpoints, revenue streams and KPIs.

This new tool were easy to use yet very useful to define value proposition and planned how might the services be delivered.

Moments

Work session activities in teams.

Service Package Canvas

Each team developed a series of services for their representative personas.

“Domestic Engineer”
Rita Ravina
Protector, Main Market

“Royal care”
Francesca Manfredi + Caregiver
Peace of mind, Wealthy senior

“Smart CEO”
Michele Martini
Peace of mind, Wealthy senior

“Digital Concierge”
Paolo Avanzi
Achievers, Wealthy single

“Company wellbeing consultant”
HR + Employee
Employee Benefit

Service clusterization

After the team exercise each team shared their ideas with the group and we started an open discussion about the services designed.

While the participants were sharing their ideas, we supported the conversation by picking and clustering services on a board.

Service prioritization

As final activity we shared the clusterized service and asked partecipants to express their thoughts about their priority and importance to them.
Do do so, we used a physical roadmap on a board with a timeline from now till 2021.

Furthermore, we evaluated each service using four categories: quick win, strategic, possibily or drop.

Service Roadmap

The most impactful element that derived from the prioritization activity was that the team recognized Employee Benefit as priority over Retail clients.

Top Takeaways

The workshop was full of learnings both for the DGI team and the Generali Welion team.
We analyzed the informations collected and the canvases designed during the work session and we summarized our findings.