“The team has used a range of innovative approaches, coupled with research insights we’ve gained into the SME market, to create and deliver this compelling offer to our customers. This recent milestone takes us one step closer to achieving the three major program objectives” Peter Harmer, CEO - CGU

Applied capabilities

  • Digital Content
  • Strategy
  • Web

See our Capabilities

Shifting buyer behaviour

Just like individuals, small businesses are increasingly seeking to research their insurance needs online. Customers then make the decision to either purchase their insurance online or seek further advice from an insurance adviser.

CGU sought to better understand small business customers. To do this, CGU wanted to create a new offering that would cater to this emerging market with a keen focus on customer experience.

A new generation of insurance products and services

Deloitte led the team through a design thinking approach that ensured the right blend of customer and business needs were considered. This approach delivered an outcome that is highly relevant to customers while removing the complexity of traditional insurance.

Small businesses are now able to interact with CGU online for their complete insurance needs, from purchase through to claim. A first for business customers.

Speed to market

By partnering with Deloitte, CGU was able to launch a new offering in record time. New ways of working reduced time to market to three months, a nine month reduction when compared with conventional methods.

To radically reduce time to market, a multi-disciplinary team was assembled that used techniques such as co-design sessions, service prototyping, business modelling and contextual inquiries (customer site visits).

CGU has retained capabilities developed during the engagement for reuse on future projects and to progress their pathway of becoming a more customer-centric organisation.