INSIGHT & INNOVATION
Learning from charities and their beneficiaries to do a better job for customers
“What business wouldn’t want ‘critical friends’ as part of an innovation process to make sure its products and services are fit for purpose and wider reaching? Three Hands is expert at sourcing the right critical friends from the third sector and running a process that will benefit them, your business and your customers.”
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.
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.
This project helped aimed to help Legal & General to identify customer vulnerabilities and ways of responding.