The November 2022 Aite-Novarica Group report explores using human-centered design to address operational, cultural, and technical challenges in the life insurance journey. It outlines a phased approach: defining the environment across physical, informational, and cultural contexts; describing the opportunity by identifying desired outcomes, current gaps, and roadblocks; and designing solutions that lead with empathy, foster cultural transformation, and develop integrated systems. The methodology emphasizes aligning processes, technology, and organizational culture to deliver better customer and stakeholder experiences.

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