Allianz Insurance has developed a new digital consultation system which, rather than foregrounding products, now centres on the needs, objectives and wishes of customers. The My Allianz section of the company’s website, where customers can manage their insurance themselves, has already been fully tailored to the new consultation system, but what about the customer experience in face-to-face consultations in agents’ offices?
As strategists and designers, we have been collaborating with Allianz for more than two years in an effort to learn more about the insurance office of the future. Our first insights are now shaping our concepts for new office spaces.
We found out that about 9,000 agencies require more space for consultations. They need to become more open and inviting. From shopfronts to agents’ workplaces, we are developing new spaces exclusively to meet the diverse needs of customers.
Catalogue and making-of
Our catalogue and guidelines, entitled Mehr Raum für Beratung (More Space for Consultations), outline clearly how agents should set up their interiors for customers rather than for themselves. As well as providing details on flexible areas, background and uses, the catalogue presents the furniture range available from Allianz’s contract partner Steelcase, with sample designs for plenty of inspiration.