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- Project Name :Creative Template Design
- Category :Graphics Design / Web Design
- Client :Bara Kobama
- Complete Date :01 March, 2020
- Skills :Photoshop / Illustrator
AA Insurance and Suncorp New Zealand, two prominent insurance providers, embarked on a shared digital transformation journey to enhance customer experience and streamline operations. As part of this initiative, both companies contracted out with N2N Solutions, a leading technology consulting firm, to provide experience Technical Business Analyst to help develop a Policy Self-Service Web Application. This case study focuses on the role played by N2N Solutions’ Technical Business Analyst (BA) in successfully delivering the project for both AA Insurance and Suncorp New Zealand.
AA Insurance is a joint venture between the New Zealand Automobile Association and Vero Insurance New Zealand Limited, offering a wide range of insurance products and services. Suncorp New Zealand is part of the Suncorp Group, a leading financial services provider in Australia and New Zealand, offering insurance, banking, and wealth management solutions.
Both AA Insurance and Suncorp New Zealand recognized the need for a Policy Self-Service Web Application to provide customers with a user-friendly platform to manage their policies conveniently online. The goal was to enable policyholders to access policy details, make changes, initiate claims, and obtain personalized services easily. To achieve this, N2N Solutions was tasked with providing a skilled Technical Business Analyst capable of driving the development of the application for both organizations.
N2N Solutions assigned a highly competent Technical Business Analyst with expertise in digital transformation projects and insurance domain knowledge to collaborate closely with the teams at AA Insurance and Suncorp New Zealand. The BA played a critical role in both projects, including the following key responsibilities:
- Requirements Gathering: N2N Tech BA conducted in-depth stakeholder interviews and workshops to understand the unique business objectives, user expectations, and technical requirements of both AA Insurance and Suncorp New Zealand. They ensured the clear and concise documentation of functional and non-functional requirements for the Policy Self-Service Web Application in alignment with each company’s specific needs.
- Business Process Analysis: N2N Tech BA analyzed the existing policy management processes of AA Insurance and Suncorp New Zealand, identifying pain points, bottlenecks, and areas for improvement. They collaborated with internal stakeholders to define streamlined workflows and optimized processes that aligned with industry best practices, ensuring efficiency and effectiveness.
- Solution Design: Leveraging their technical expertise, the N2N Tech BA worked closely with the development teams of both organizations to translate the gathered requirements into a comprehensive solution design. They facilitated discussions, provided insights, and ensured the proposed architecture met scalability, security, and performance requirements, while aligning with each company’s existing technology landscape.
- User Experience (UX) Design: Recognizing the importance of user-centric design, N2N Tech BA collaborated with AA Insurance and Suncorp New Zealand’s UX/UI teams to develop intuitive wireframes and prototypes. They facilitated usability testing sessions, gathered user feedback, and iteratively refined the application’s interface to ensure a seamless and engaging user experience.
- Agile Project Management: N2N Tech BA adopted an agile project management approach, working closely with the development teams, QA testers, and other stakeholders at both organizations. They defined user stories, prioritized features, and actively participated in sprint planning and review meetings to ensure timely delivery of high-quality software for both AA Insurance and Suncorp New Zealand.
Through N2N Solutions’ Technical Business Analyst, AA Insurance and Suncorp New Zealand successfully developed and deployed the Policy Self-Service Web Application, tailored to the specific requirements of each organization. The key outcomes achieved were:
- Improved Customer Experience: The self-service platform empowered policyholders of both AA Insurance and Suncorp New Zealand to conveniently access and mange their policy through online channel.
- Reduced call traffic: Self-service online platform has been very successful to reduce number of calls made to call centre team to modify policy details drastically.