Joe's Journey

Large-format journeymap banner for Blue Cross Blue Shield conference, with Addison. Art Direction by Robin Grunder and Glenn Chan.   

Joe's Journey provides a broad view of the customer experience with their insurance company, featuring all the customer touchpoints. The experience is evaluated based on best practices criteria for communications and information. The map shows areas of satisfaction as well as pain points. The Addison team used this map as an entry point to providing a variety of services for areas in need within the Blue Cross Blue Shield organization, such as redesigning the Explanation of Benefits. The circular format demonstrates the part of the customer journey that continues cyclically, once the onboarding has taken place. This became a key tool for collaborating with insurance companies that faced an open market with the onset of the Affordable Care Act.