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DNV - Personas

Forging a path to better customer experiences for the world’s largest risk management company
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A group-wide customer experience development and refinement programme (phase one)

Overview

DNV, a global expert in assurance and risk management, turned to Novicell to jumpstart their customer experience focus as part of a 5-year plan. Initially we collaborated with their marketing team and digital innovators to run a proof-of-concept and build a strong business case for the roadmap. Before scoping and running the first phase: understanding their business needs and audiences which is the focus of this case story.

STATS
User Journey 50 0 x

VALIDATED PERSONAS DEVELOPED

Stylised chain link or hyperlink symbol, in purple and pink colours with radiating lines 100 0 +

ENGAGED INTERNAL STAKEHOLDERS

Circular target with concentric rings and an arrow striking the bullseye. 40 0 +

REGIONS' AGREEMENT AND COMMON UNDERSTANDING

They were every bit the trustworthy, professional team we needed to deliver this vital, business-sensitive project

- Stig Grøndahl, 
Director of Group Customer Development at DNV

The challenge

DNV reached out to Novicell to accelerate their desired ‘Customer Centric’ business transformation programme. Although it was already very much a considered direction for DNV, they looked to our team to support them in development of the vision and run a proof-of-concept project before cementing it into their 5-year plan. The success of this led to scoping and engaging in a series of discovery programmes running across DNV’s 6 core business areas as well as the group function and finally as a whole business ‘Hero level’. The aim, in this phase, was to deliver clear insights into varying business area needs and importantly create useful personas (profiles) for their most common and valuable customers to take forward into the customer experience programme.

The solution

Our proof-of-concept kick-started phase one with one of DNV's largest business areas. Which, in-turn give us insight to refine the process for wider rollout. Adjusting what data was useful, and at what level to best support the initiative. Given the range of business areas and locations covered by DNV, it was extremely important to have clarity on this ahead of proceeding. For instance, journey mapping was separated in the wider rollout to accelerate progress. In the wider rollout our Business Analysts and Customer Experience Consultants worked closely with DNV’s teams to clarify their current position, team goals, and customer segments. Through data analysis, workshops, and interviews, we developed personas for the business to review, ensuring a solid foundation for their Customer Experience program. The final output included reports for each business area, a SWOT analysis, agreed KPIs, and validated personas with a practical usage guide.

Results and feedback

The process and results so far have helped drive the initiative for the business and this is only gathering momentum as we continue to work with DNV on the next phases. The next phase for DNV is rolling out the customer experience into a framework that will help them establish and grow their customer-focused approach across the business. Now that the programme is firmly underway, Novicell continues to be involved, helping to drive the initiative through working with their teams internationally and across business areas.

Interested in finding out more?

Please get in touch with Freddie

Freddie
Freddie Green
Creative Director
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