Client stories


Award-winning work to improve customers’ claims experience.

We helped RSA to create a new customer claims experience, by qualitatively tracking over 100 claimants in real time and in granular detail. Customers illustrated how their claims were unfolding through their own in-the-moment stores and films, which had a powerful impact in the organisation. Our work enabled RSA to enhance the claims journey experience in multiple ways – both process – and staff-based – and the project won the MRS Best Applications of Research Award.

Client: RSA

Project: Improving customer claims journey experience

Services: Design, real-time qualitative tracking (RTQT), customer-curated content, advisory