Linking Experience Improvements to Key Business Metrics

Experience Improvement: Contract Delivery Partnership Optimization & Platform Modernization

BACKGROUND:

BUSINESS IMPACT:

With the purpose to increase the satisfaction of Field Representatives and reducing overall cost to serve, Northwestern Mutual partnered with the United States Postal Service (USPS) as their new contract delivery vendor. The project team identified an opportunity to replatform the technology that supports Contract Delivery to a modernized system. This foundational capability focused on a frictionless delivery transaction between the Field, Clients and Home Office, building trust and confidence at a critical point in the purchase journey.

~2.4MM annual savings

ROLE:

Experience Design Strategist - Current State Experience & Data Analysis, Journey Map Development, Stakeholder Interviews, Opportunity Analysis & Recommendation, UX Design Management

PROBLEMS SOLVED:

The new platform simplified and automated the technical processes, and ensured a reliable delivery and user experience.

  • Reduced Delivery Variability – FedEx was unable to ship internationally, to military bases, gated communities, and PO boxes. Overcoming these limitations increased successful deliveries, avoided costly returns and provided a differentiated experience for the Field and Client. 

  • Real-Time Statuses  –  The new system centralized data, providing real-time delivery updates for both the Field and Home Office.

  • Standardized Avenue for Delivery Requests  – The modernized platform streamlined delivery requests through the Field's NMC Verification Page or a call to the Post Approval Call Center, ensuring efficiency and traceability.

VISUAL ARTIFACTS:

An intuitive Home Office Dashboard and an Enhanced Field Verification Page enabled each stakeholder to smoothly interact with the contract delivery process.