LähiTapiola

From concept to successful new service product

Palmu and LähiTapiola have together built a new service called TerveysHelppi for personal insurance customers. Customers can now call the service and direct their health- and accident-related questions to professionals. When needed, customers are given a doctor’s appointment and the insurance claim process is initiated immediately. Both the creation of the new business model and productization were strongly guided by user research.

LähiTapio logo

Our role

Solita acted as project manager with full responsibility for the project from the very beginning. Solita investigated the concept’s customer value, planned the service processes, piloted the service and rolled out the service model to all regional companies.

Results

  • NPS (Net Promoter Score) of the new service: 80