We started our website project as a technical migration but ended up with a digital customer experience revolution.
Varma is a mutual pension insurance company operating in Finland. Our website is the gateway to our digital services, tool for customer acquisition and a communication channel towards our stakeholders. In order to meet the goals set for the website, we needed to reach a superb customer experience level which has become the baseline for end users today. Benchmarking to the competitors’ websites was not enough but we needed to aim higher and take the approach of websites like Über, Desktime, MDVIP.
In this talk, I'll reveal the background to why we did this and share the results and insights arising from the project.