The Collection of Issues is a series of three posters that link the user to a simple digital cheatsheet on trustworthy doctors in Shanghai. It is a quick and relatable way for first year NYU students, or anyone unfamiliar with their insurance, to get a better understanding of the confusing and intimidating components that surround insurance and making doctor’s appointments.
When it comes to making a doctor’s appointment, we often find ourselves confused or intimidated with the process of finding the best clinic or doctor, figuring out how to make an appointment, and worst of all how to make sure our insurance covers it, if it even does. Targeting mainly first year NYU students, The Collection of Issues aims to diminish these intimidating components that surround this process by providing users with all the information they need in a quick and relatable way. During my Capstone research, I explored why Insurtechs are much more efficient than traditional insurance incumbents in acquiring and retaining users. I found that there is a widespread urgency for digital disruption across all industries, especially the insurance industry. But through further research, I discovered an underlying trend that Insurtechs are not only up to date with integrating and leveraging innovative digital technologies, but they also strive to understand the customer experience process from the user perspective, rather than from a policy perspective, ultimately reimagining the user experience. Through effective and relatable means of communication, they are able to connect with their consumers on a deeper level and build lasting relationships for life. This research insight led me to conduct interviews with a variety of NYU students – from freshman to seniors and study abroads – to better understand what they wanted to know. Not only was time-efficiency an important factor, but I was also able to identify three main issues NYUSH students wanted medical support on: finding a therapist, gynecologist, and physiotherapist. Applying my newfound knowledge of communication strategies and taking into consideration our international community at NYUSH, relatable language and visual content stood out as a key focus, prompting me to take a visual centered approach that would appeal to a broader audience. Not only do stickers, memes & gifs have the capability to explain how we feel when we don’t have the words, but they embody a sense of lightheartedness and humor that can often diminish some of the barriers of intimidation we feel when we go into something we don’t know much about.
Tags:#relatable#insurtech#digitalization