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Zavarovalnica Triglav Is Redefining User Experience in Insurance Business

The financial industry is experiencing global transformation. Zavarovalnica Triglav, Slovenia’s leading insurance provider, has seized this opportunity to redesign its business and further strengthen its position in Central and South-East Europe.

Kragelj has been instrumental in guiding the organization through this change process, helping them to redefine their future and overcome major challenges.

Insurance Trends

Due to significant shifts in society, technology and economy, the global insurance industry is undergoing major disruptions. Customers are seeking new, high-value, personalized services and positive experiences. Artificial Intelligence and automation offer incredible new opportunities for insurance companies to meet these demands and tap into new markets. However, as competition intensifies, established companies with traditional legacy systems and organizational structures need to adapt quickly in order to remain strong and relevant.

Major forces disrupting the insurance industry, creating threats and opportunities

Rapid advancement of AI and automation

Intensifying competition, new industry players

Shifting customer expectations and demands

New service models, including subscription-based

New markets opening-up

Business Needs to Change

It’s time for insurance companies to create a new vision for the future and rethink their business models and strategies. They need to offer customized, innovative products and services suited to today’s lifestyles, while engaging customers through efficient and user-friendly processes. Organizations can only achieve this by harnessing the power of digital technologies. Moreover, they need to think creatively about how to attract and look after their customers and employees. A cultural shift is inevitable, embracing flexibility and agility with a fresh mindset.
Top 8 Challenges for the Insurance Industry

Market risk

Cyber risk

Macroeconomic risk

Data protection risk

Environmental risk

Talent shortage risk

Stricter regulation risk

Staff conduct risk

THREAT OR OPPORTUNITY

Disruptive industry trends bring ample opportunities to companies that embrace change, and impose a threat on those that resist.

THREAT OR OPPORTUNITY

Disruptive industry trends bring ample opportunities to companies that embrace change, and impose a threat on those that resist.

ABOUT ZAVAROVALNICA TRIGLAV

Zavarovalnica Triglav is the leading insurance provider in the Adria region. Together with its affiliates, the company has over one third of the market share in Slovenia, and is also growing dynamically in other parts of Central and South-East Europe. Zavarovalnica Triglav is a competitive business, proud of its ability to provide great value to customers even in changing times. While the company has long-standing traditions, it also has a strong commitment to responding to the emerging needs of the market and contributing to the social good.

Strategic Overview

In 2019, Zavarovalnica Triglav launched a project to upgrade its outdated retail branches. The leadership team realized early on that purely aesthetic improvements would not bring satisfactory results, and fundamental changes were necessary. Subsequently, they embarked on an extensive business transformation, questioning all strategies and processes and reviewing the entire operation. 

The Triglav team also decided to overhaul the way they serve their customers, and to integrate state-of-the-art digital technologies into many stages of the customer journey and service delivery. As a next step, the team looked into fully redesigning all branches, with a clear focus on supporting the new business model while providing enhanced experiences to customers and employees.

Actions financial organizations need to take to stay competitive

Evolve their business models, organization and processes

Transform workplace cultures, embracing flexibility and agility

Harness the power of emerging digital technologies

Offer customized, innovative products and services

Engage customers in new and creative ways

Build partnerships for radical innovation

Actions financial organizations need to take to stay competitive

Evolve their business models, organization and processes

Transform workplace cultures, embracing flexibility and agility

Harness the power of emerging digital technologies

Engage customers in new and creative ways

Offer customized, innovative products and services

Build partnerships for radical innovation

MEANS TO AN END

Great design can help organizations succeed. But before jumping into any change, leaders need to be clear about the direction of the business and how it can achieve its goals.

MEANS TO AN END

Great design can help organizations succeed. But before jumping into any change, leaders need to be clear about the direction of the business and how it can achieve its goals.

Existing Issues

The existing branches were uncomfortable and uninviting, and failed to reflect the qualities of the Zavarovalnica Triglav brand. The old shop fit-outs were creating a false impression that the company cared more about its own welfare than about its customers. Moreover, the dated designs didn’t meet current standards of security and privacy. Employees felt exposed and unprotected, but also limited in their ability to build strong, trusting relationships with their customers.
Important elements of the customer experience

Personalized, flexible products and services

Authentic, trust-based relationships with insurers

Easy access to clear, transparent, relevant information

Convenient transactions, multiple touchpoints

Fast and efficient delivery of services

Intuitive, easy-to-use products and platforms

Important elements of the customer experience

Personalized, flexible products and services

Authentic, trust-based relationships with insurers

Easy access to clear, transparent, relevant information

Convenient transactions, multiple touchpoints

Fast and efficient delivery of services

Intuitive, easy-to-use products and platforms

Project Goals

With its fresh and modern retail branches, Zavarovalnica Triglav aimed to promote its image as a trustworthy and dynamic insurance provider and business partner. The company intended to create a welcoming, relaxed environment where people felt at home, and which made it easier for employees and visitors to develop connected relationships. Providing comfortable, secure and private settings for customer interactions and service delivery was a key objective. Furthermore, the retail spaces needed to contribute to an excellent visitor experience, catering for different generations, in order to attract new customers.

Kragelj’s Approach

Developing design solutions for hundreds of different properties was a bold mission. Rising to the challenge, Kragelj prepared a set of modular, universal design concepts – in small, medium, large and extra large sizes – which could be applied across all locations.

1

Pilot design concept

4

Layout sizes

140+

Retail locations

400+

Franchises

BOLD MISSION

Approaching an extensive business overhaul with a sophisticated design strategy helps reduce risk and optimize resources.

BOLD MISSION

Approaching an extensive business overhaul with a sophisticated design strategy helps reduce risk and optimize resources.
In addition, Kragelj’s architects and consultants developed a detailed plan for the Verovškova site – the country’s largest and most complex branch. This flagship property, located in a grand building in Ljubljana, had a broad range of issues. For instance, the building entrance was confusing, and the retail spaces were dark, unwelcoming and fragmented. Consequently, the architects found that the Verovškova branch served as an ideal location to pilot a full suite of design and technological solutions that would later be adopted nationally and internationally.

Kragelj’s Roles

Kragelj played multiple roles in Zavarovalnica Triglav’s transformation. Beyond developing interior design solutions for the retail branches, the team helped define the direction of the project. They also provided advice for the company’s digital strategy and assisted with performance measurement. Through in-depth research, Kragelj developed a thorough understanding of the organization and the market, along with insurance industry trends and best practices. Every solution and recommendation was tailored to optimize operations and add value to the business, its employees and its customers.

of European consumers would switch their insurer if they didn't offer up-to-date technology

37%

of European consumers would switch their insurer if they didn’t offer up-to-date technology

Managing Change

Kragelj has also been guiding the organization through the implementation of these changes. Their team understands the difficulties that large, established organizations tend to experience in the face of significant change. Overhauling complex, traditional organizational structures and processes takes time and careful planning. Accordingly, Kragelj has prepared a detailed roadmap which allows members of the organization to adapt their practices and shift their mindsets at a manageable pace. Rolling out these changes is an ongoing process. Their consultants have been continuously educating employees about new ways of working, and supporting the evolution of the company.

PAST AND FUTURE

By understanding the company’s traditions, culture and aspirations, Kragelj was able to carefully guide leaders and employees through a major transition, helping them ease into new ways of working.

PAST AND FUTURE

By understanding the company’s traditions, culture and aspirations, Kragelj was able to carefully guide leaders and employees through a major transition, helping them ease into new ways of working.

Innovative Solutions

The new retail branches incorporate several innovative elements. The waiting areas offer a variety of opportunities for unwinding and learning. In the InfoZone, customers can find useful information using interactive displays and tablets. The Play Corner offers a variety of activities for children while their parents are focusing on their finances or enjoying a relaxed coffee.

Staff and customer areas have both been designed around users’ needs and experiences. The newly invented counter desks allow greater security and privacy. Additionally, an express service desk has been introduced for quick transactions and cash payments to further increase efficiency and safety.

The fully refurbished branches are attractive and comfortable spaces, with an inviting, homey feel. Simultaneously, the interiors convey a unified, modern and professional image, embodying Triglav’s enduring values: Simplicity, Responsiveness and Reliability.

Top skills employees need to develop to support business success

Digital literacy

Creativity and openness

Flexibility and responsiveness

Complex problem solving

Emotional intelligence and empathy

Friendliness and authenticity 

Willingness to learn and unlearn

ATTENTION TO DETAIL

Every element of the space, including floor layouts, furniture, materials, lighting and decor, has been carefully selected to create a positive and consistent brand experience.

ATTENTION TO DETAIL

Every element of the space, including floor layouts, furniture, materials, lighting and decor, has been carefully selected to create a positive and consistent brand experience.

The Results

The change process has been remarkably smooth, and the project’s objectives have all been achieved. The impacts of the new environment and work practices are clearly visible. Employees of the Verovškova branch have eagerly adapted their behaviors, embracing innovation and change. They communicate more effectively and perform more efficiently than previously, and find it easier to build trusting relationships with customers.

FROM TESTING TO PROVING

The impressive achievements of the pilot project have reassured leaders that investing in their other properties is a worthwhile endeavour.

FROM TESTING TO PROVING

The impressive achievements of the pilot project have reassured leaders that investing in their other properties is a worthwhile endeavour.

The retail outlet provides greater transparency and a holistic brand experience, elevating the public image of Zavarovalnica Triglav. The business attracts more visitors, including younger, tech-savvy people, who are now a growing market segment for the company. Furthermore, there has been an increase in talent seeking employment at the organization. All these achievements naturally translate to measurable financial results.

The Verovškova flagship branch is proving the validity of all key principles and elements of the universal design concept. Leaders of Zavarovalnica Triglav are therefore confident that implementing this model across other sites will bring impressive results. The company will start rolling out the changes in the near future, creating a consistent brand and user experience throughout the country.

OUR INSIGHTS

Kragelj has cracked the code of guiding financial organizations through a game-changing transformation.

OUR INSIGHTS

Kragelj has cracked the code of guiding financial organizations through a game-changing transformation.

Conclusion

Kragelj has found the key to accelerating transformation and innovation in an established organization previously weighed down by rigid rules and traditions. With a fresh, creative approach the team has developed a flexible design model, along with a powerful change process, to help financial service providers connect with their market. These address a broad array of constraints, and can be easily implemented in a variety of places and situations.

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