Ponencia conjunta de Pedro Díaz Yuste y Mariel Vázquez en el VI #CongresoDEC

1. CEO de Savia
Directora de Experiencia
de Cliente en Savia Cómo MAPFRE lanzó una plataforma digital de
servicios de salud cocreando con los usuarios y
su comportamiento

2. VI Congreso Internacional sobre la Experiencia del Cliente
DEC, 1 octubre 2019
El lanzamiento de Savia.
Cómo MAPFRE lanzó una plataforma
digital de servicios de salud
cocreando con los usuarios y su
comportamiento

3. MAPFRE, Innovation is in our DNA

4. Learning from Amazon… 5 Questions for Success
● Who is the Customer ?
● What is the customer problem or Opportunity ?
● Is the most important customer Benefit clear ?
● How do you know what customer Need or Want ?
● What does the customer Experience look like ?

5. Who is the Customer ?
Digital people, who listen to music on Spotify, watch
series on Netflix, and share stories on Instagram

6. What is the customer problem or Opportunity?
They want to control their health HERE and

7. Is the most important customer Benefit clear ?

9. How do you know what customer Needs or Wants ?

10. How do you know what customer Needs or Wants ?
1. Analysing customer needs (declared and hidden)
2. Co-creating with the user
3. Asking users for relevant information in relevant moments
4. Asking users about their satisfaction in every interaction
5. Test & Learn philosophy
6. Measuring everything

11. How do you know what customer Needs or Wants ?
1. Analysing customer needs (declared and hidden)

12. How do you know what customer Needs or Wants ?
2. Co-creating with the user

13. How do you know what customer Needs or Wants ?
2. Co-creating with the user

14. How do you know what customer Needs or Wants ?
3. Asking users for relevant information in relevant moments

15. How do you know what customer Needs or Wants ?
4. Asking users about their satisfaction in every interaction

16. How do you know what customer Needs or Wants ?
5. Test & Learn philosophy

17. How do you know what customer Needs or Wants ?
6. Measuring everything

18. What does the customer Experience look like ?
Appoint a VideoConsultation, or simply chat with a doctor...

19. What does the customer Experience look like ?
… talk just now to a AI symptom checker to discover your pain...

20. What does the customer Experience look like ?
… and pay medical services as you go !

21. How to accelerate time to market? Octopus model
Data Platform
See & Measure everything
Built by Savia
Customer Centricity
Personalised Journeys
Built by Savia
API Platform
Fast & Easy integrations
Built by Savia
Digital Health Services
Focus on customer
Built by Start-ups

22. How will Success look like ?
Millions of people
managing their health
online in the next 5 years

23. 1. User first and the rest will come (GOOGLE)
2. We are people who take care of people (MAPFRE)
3. We are HOP -Humble, Optimistic, Passionate- (SAVIA)
3 reasons for Optimism

24. Mission & Strategy
● Our Mission
○ Improve families health & wellbeing through digital innovation
● Born in 2019, Born “Health 4.0”
○ User first. Main focus on CX. Test & Learn
○ Data is the blood of this business
○ 2018 Tech: Agile, Scalable, Cloud, Mobile
● We are MAPFRE, “very MAPFRE”
○ Oriented to services. But also insurance
○ Focus on families, special benefits for MAPFRE customers
○ Taking advantage of MAPFRE Reps potential and brand
confidence
Thanks a lot for your attention !!!
pedrodyuste@mapfredigitalhealth.com
marielvazquez@mapfredigitalhealth.com