Keynote - Breaking Barriers: Design-Enabled Digital Interaction
Chief Design Officer, USAA
Historically, the insurance industry has been an empathetic one, with a human touch point and a listening ear on the other end of the line or across the desk. We cannot lose this core of service and humanity, but consumers’ expectations of self-service and digital interaction are growing. The insurance industry must be ready to adapt and evolve at a rate that continues to surprise and delight our customers. How will innovative design elevate the insurance experience and reduce barriers to the kind of experiences our customers want to have?