For example, H5 would be an insurance agent traveling to an accident and manually filling out a claim. Moving over the scale, we find a claimant snapping a picture from the accident utilizing a smartphone after which filing claims utilizing a mobile app and getting money through direct deposit. This requires a smaller amount human effort and thus is high on the T-side from the scale.
By defining where these processes are on the Humalogy Scale, the easier choice becomes to find out where to apply technology they are driving efficiency, scalability or repetition. At the same time, in our technology-augmented world, we need to be conscious that some processes can be improved with the addition of the human elements that supply empathy, innovation and make trust.
Tasks more suited for human work involve rational processing of knowledge, deep thinking, social and emotional intelligence and those tasks that require creativity, intuition and improvisation. Meanwhile, tasks more suited for computers are those that execute rules or processes, involve repetition or mechanization, require big data analysis or are too dangerous or too large or small for a human to accomplish.
Finding Humalogy Balance
Humalogy is important because whenever you apply this process to your business, it might be a lens to help you improve customer support while creating a lean organization that lowers costs.
Have you taken inventory of the technology expectations of the members? No industry is exempt in the evolving expectations of constituents who would like access to services easily and instantly. Self-service is when industries are meeting the client where they're — customers are now equipped to accomplish tasks that when required a service representative, often from their personal tablet or smartphone. Defining which processes you can automate and provide self-service using technology will help satisfy your customers and endear these to you.
On the other hand, the incorrect Humalogy balance can lead to poor customer service and a loss of loyalty. If your method of Humalogy isn't planned, often what may have been calculated permanently can lead to catastrophe. How often perhaps you have felt alienated like a customer just because a service provider tipped its Humalogy scale and traded personal touch for an automated answering services company? If someone wants to make contact with a human representative, it is important to provide the opportunity.
Humalogy is really a tool that can be considered in many functional areas. The two primary ways we apply Humalogy within the risk insurance space is through lean and relationship journey mapping.
Humalogy-Based Lean to bolster Process Efficiency
Humalogy-based lean is designed to help organizations enhance their back-office processes so that they're more efficient. Some companies follow Lean Six Sigma practices which have emerged from years of optimizing physical and manufacturing processes. These methods are powerful and effective but can be very narrowly focused on the procedure. Sometimes, this approach may enhance the human parts of the procedure but are unsuccessful with regards to implementing technology. On the other end from the spectrum, aggressive automation efforts driven by technologists may miss important nuances that may be better handled by humans. In the worst of all, a technology-centric approach can lead to automating broken processes.
How would you get, and stay, on the right track so you both enhance your processes and automate appropriately? We recommend applying a Humalogy lens that allows you to examine a procedure from some distinct angles:
- It lets us decide if a process involves a larger focus on human effort or technology effort. This helps us understand which processes are too heavily human as well as in need of automation.
- It helps pick which processes we ought to immediately devote focus on improving. We could prioritize better.
- It provides a reminder that a solution isn't always a technology solution. Often with processes, a larger human involvement is essential to help a process run more effectively.
- When we analyze processes, we're forced to diagram those ways to understand what is going on each and every step. This provides deeper insight into how technology may be used to transform a process.
While Humalogy-based lean will help you improve back-office processes, studying Humalogy from the perspective of your visitors can help improve their experience. This is accomplished by mapping the relationship journey.
Humalogy to Improve Customer Experience
Relationship journey mapping involves walking alongside your visitors as they engage with your organization. We develop a subset of very targeted groups according to individual personas. Within this process, we analyze together each critical stage of the customer or member journey and evaluate the touch points in which you get the chance to interact directly with one of these personas. The goal of journey mapping is to maximize each opportunity and design the perfect experience for each customer.
The consideration of Humalogy is an important element of our journey mapping process. While you consider each one of the personas who interact with your business, you will also consider their proclivity to make use of technology at each stage. Would he would like you to provide all correspondence electronically? Would she become more prepared to read a print newsletter you've sent her in the mail, or would an e-mail using the information that you want to present her suffice. Is he more prone to make use of a pc or perhaps a smartphone? Would she want to consider a mobile application or online portal? Journey mapping allows you to think about the needs of every individual after which discover ways to satisfy those needs.
Developing and using proper journey maps permit you to create a one-to-one experience for each of the customers. You will understand how to provide positive engagements that they'll likely decide to consult with their networks. In a nutshell, you are able to improve your value to your customers, and that's really what it's all about.
Technology has already been transforming your lifetime as well as your industry. Technology may also, within an incredible way, help your organization, from your day-to-day operations to the way you engage your visitors.
