We rapidly designed, developed and deployed an intuitive internal tool that drives organisational change and continual improvement by giving Bupa's leadership direct access to the voice of their customers.
Bupa, a global healthcare leader, faced a challenge connecting its 600-person leadership with direct customer feedback, especially from NPS detractors. Manual, varied processes hindered transparency. Our goal was to rapidly design and deploy an intuitive internal tool to replace these, enhance user experience, and drive continuous improvement by giving leadership direct access to customer voices globally.
Our agile approach focused on user experience. We built upon an existing makeshift system, collaborating closely with users. This allowed us to launch the MVP in just two months. A cross-functional scrum team, including UX designers, ensured alignment. We then shifted to weekly releases, rapidly delivering features based on continuous user feedback. We consciously chose Bupa-familiar technology for seamless integration and low ownership costs.
The tool had an immediate, tangible impact. It directly connected Bupa leadership to customer feedback, replacing manual processes and significantly enhancing user experience. This boosted efficiency, customer satisfaction, and executive engagement. The solution was so valuable it expanded across Australia, New Zealand, the UK, Bupa Global, and Saudi Arabia, transforming internal operations and earning a reputation for delivering a consumer-grade solution.
