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Brief:
- Rewrite customer and adviser facing communications as part of a platform migration project undertaken by Zurich insurance.
Research:
- Understand Zurich brand and tone of voice in order to create on-brand communications which were easy for customers to understand.
Method:
- Participating in workshops with product owner, servicing teams, business analysts and compliance to understand how each communication fits within the customer journey.
- Rewriting communications in plain English, using Zurich’s tone of voice and style guidelines.
- Managing the sign off process with input from relevant business areas, resolving issues with key stakeholders in order to deliver clear, compliant communications.
Results:
- Consistent communications in plain English delivered in line with stretching project timescales.
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