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Optimizing Customers’ Digital Journey

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Innovation is part of Foyer’s DNA, for whom, as an insurer, the customer relationship is paramount. That’s why Foyer focuses its efforts on putting innovation at the service of its customers. The tip of the iceberg is the release of the new MyFoyer app, the first milestone of the Digital Journey project. Interview with Jennifer Luca, Product Owner of the Digital Journey project at Foyer.
(Featured Image: Jennifer Luca (standing left) & Foyer’s Digital Journey Team / Image Credit © Olivier Minaire)

Jennifer, what is Digital Journey?

The Digital Journey project is Foyer’s desire to optimise the digital journey of our customers while offering them tools and services that meet their needs. The project started with a research phase according to the “Design Thinking” methodology. This methodology consists of identifying issues and understanding the environment through interviews and then finding solutions through concept formation and co-creation workshops. Design Thinking allowed us to lay the foundation of our project as well as its vision, the only thing missing was an “agile” team to kick things off.

Why did you choose an agile project management?

For almost three years now, Foyer has transformed its project management style to being more agile. This is about getting out of the V cycle to quickly develop products with real value for our customers.

We must adapt in a world that is changing and evolving more and more rapidly. This evolution involves questioning our methodologies. Our agile teams are multidisciplinary with a Product Owner (“PO”) who carries the vision, and a Scrum Master who ensures the functioning of the team in support of the PO.

“Being able to track your health demands, add support requests, get more visibility with respect to repayments…” In MyFoyer app, all this has been taken into account to add value and increase the user experience of our customers.”

What is the vision of the Digital Journey project?

Optimizing out customers’ digital journey!

It may sound vague, but this includes everything. Our goal is to provide our customers with products and services that meet real needs. These needs are revealed in a “MVP version” (where MVP stands for Minimum Viable Product) to evolve along with the sprints and feedback of our customers. Our main objective is: “Quickly deliver value”.

As the first step of the Digital Journey project, MyFoyer app is actually already a development of a previous MVP which was the MyMedicis application. Very simple, it allowed our clients to claim health repayment directly on their smartphone, ant it optimized our workflow. Since its launch, it has been a huge success. But like any MVP, there was still room to respond perfectly to all the expectations of our customers.

It lacked, for example, features like: “Being able to track your health demands, add support requests, get more visibility with respect to repayments…” In MyFoyer app, all this has been taken into account to add value and increase the user experience of our customers.

“The redesign of our client area is the next big step of the Digital Journey project. We plan to optimise the existing features, add new ones expected by our customers, and also make it more ergonomic. As for the mobile application, the scope of our MVP is co-built with our customers.”

Will MyFoyer app still evolve?

Obviously! This is just an initial version that will be enhanced over time. On our roadmap for improving the application, we will find features like sending push notifications, touch authentication and face ID. And as for the development of all our MVP’s, customers will be invited to come and test the application to give us their opinion. The goal is to achieve continuous improvement of the tools that we make available to our customers.

If MyFoyer app is just the tip of the iceberg, what comes next?

MyFoyer app is in fact the first visible part of the project. Our goal is to optimize the entire digital journey of our customers.

The redesign of our client area is the next big step of the Digital Journey project. We plan to optimise the existing features, add new ones expected by our customers, and also make it more ergonomic. As for the mobile application, the scope of our MVP is co-built with our customers.

Last, but not least, we have planned a complete facelift of our website that will offer, in addition to a new visual identity, new unprecedented features.


This article was first published in the 9th issue of SILICON magazine. Be the first to read SILICON articles on paper before they’re posted online, plus read exclusive features and interviews that only appear in the print edition, by subscribing online.

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