Manulife Hong Kong experiments with IoT for engaging customers
Manulife is harnessing the power of digital and wearable technology or internet of things (IoT) with ManulifeMOVE in Hong Kong, empowering customers to proactively manage their well-being whilst enjoying the benefits of a revolutionary insurance concept.
HeathWallace, Manulife’s design partner, is co-creating the design for ManulifeMOVE’s digital experience, creating touch points that motivate consumers to adopt healthy habits, while shifting and sustaining user behaviours in a personalised, engaging way.
ManulifeMOVE’s influence extends beyond customers and Manulife as a business in Hong Kong. “It represents a very clear signal from the industry to move from health protection to health promotion. This is a revolutionary shift from being reactive in health management to one that is proactive and preventive, that helps drive broader positive impact on society at large,” said Maria Sit, Regional Managing Director of HeathWallace APAC.
Isabella Lau, Chief Customer Officer for Manulife Asia added, “ManulifeMOVE signifies a major pivot for us, and for the industry at large, in transforming the nature and quality of relationships an insurer can have with its customers. It brings us closer to understanding and interacting with our customers in an unprecedented way.”
Adapting the user-centered approach to design, based on human behavioural insights, helped craft a more holistic experience. HeathWallace was able to help shape the end-to-end making of ManulifeMOVE to produce an end result that is relevant, simple and delightful for ManulifeMOVE members to use. The process involved a cast of stakeholders from different departments across Manulife working together, making the creation process truly collaborative across multiple disciplines.
“For HeathWallace, it’s been very exciting for the team involved to see the power of design thinking at work in creating a product concept for the insurance industry that is about a complete experience and not just another policy. For an organisation like Manulife, dedicated to be truly customer centric, ManulifeMOVE is definitely a visible move to leverage digital as a catalyst and accelerator of industry disruption from within,” added Ms Sit.
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