INSIGHT & INNOVATION
Learning from charities and their beneficiaries to do a better job for customers
““The work with Three Hands has been enlightening; there is nothing more powerful than engaging with customers and charities to understand their needs.”
Ingredients: An ageing society; a business with an objective to innovate for people approaching later life; an older people’s charity; our social insight process; and lockdown!
“Money became my god because it allowed me to gamble” – explained one former gambling addict as we began two days of immersive innovation with Santander.
Why are people cashing in their pensions at age 55 and what role does M&G have in supporting their customers?
The team responsible for life and critical illness products at Royal London was aware of the changing landscape of the cancer world, but wanted to learn directly from people affected – with a view to reviewing and developing their product range and enhancing customer experiences.
Combine an ageing population with the digital revolution and drop in the fact that older people often represent an affluent customer base – and solutions are needed to ensure older customers are not being left behind by technology.
This project helped Legal & General identify if a product was still fit for purpose.