Transforming customer journeys through design thinking

Leveraging design thinking to transform customer journeys, enable innovation, remove frictional costs and improve efficiency

The Gherkin

Design thinking is not just about refreshing a website or replacing manual paper-based processes with digital. It is a strategic approach to transform the way customers interact with your business, develop new products and solutions, and create an innovative culture that builds resilience and competitive advantage.

For insurance companies it presents an opportunity to reshape traditional, linear ways of working to deliver a customer experience that meets and exceeds expectations.

As insurance becomes increasing more digital, it’s those organisations that can align operations, IT, people and culture around the customer centric strategic vision that will succeed.

Attend this breakfast briefing to explore beyond the theory and hear practical insights into how design thinking has been successfully applied. There will also be the opportunity to have your questions answered during the subsequent discussion.

Following the presentation, the subsequent discussion will cover:

  • Key criteria to leverage design thinking within insurance organisations
  • Bringing IT and business closer to enable customer centric products and operations
  • Developing an iterative approach to change and continuous improvement
  • Tackling data and legacy technology challenges to enable the agile organisation

Sponsored by



Matt Walton

Head of Experience Design

Direct Line Group


  • Takes place in the private dining rooms at the top of the Gherkin
  • Only 15 industry practitioner places are available
  • Hear the case study then participate in the Q&A






08:00 Registration, tea and coffee

08:15  Breakfast of your choice with views over the city

08:40 Introduction by the chair

08:50 Presentation

Leveraging design thinking to transform customer journeys, create compelling products and engage customers & your people

  • Applying design thinking systematically rework customer journeys
  • Enabling seamless, omni channel digital journeys
  • Overcoming the operational and cultural challenges to deliver change
  • Developing an iterative approach of continuous improvement


Matt Walton

Head of Experience Design

Direct Line Group

09.05 Roundtable discussion & feedback

10:00 Close

Sponsored by

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