Modern problems require modern solutions, which is why AIA Philippines constantly evolves to address the needs of its customers.
As a testament to its commitment to unceasingly improve its services, AIA Philippines innovates and develops solutions to bring ease and convenience to the ecosystems it serves through its innovation lab, the company’s framework of innovation that encompasses its workforce, ecosystem, and culture. It helps empower employees to be at the forefront of change, regardless of tenure, age, position, or gender. It is an enabler that allows AIA Philippines to continuously transform.
Innovation plays a massive role in any organization’s success, which is why AIA Philippines is doubling down on its efforts to improve and create new platforms which will be used by customers and the workforce. “Innovation will be the lifeblood of any industry – as an example, progress in InsurTech and FinTech is already changing the life insurance landscape in terms of product development and how these are served to customers,” AIA Philippines Chief Technology Officer Noel Mendoza said. “As part of AIA and customers of AIA, we just have to look at our own experiences and see how the companies around us have started to adapt to the changing needs and realities in our market.”
The Innovation Lab, AIA’s ways of working across technology, digital, and analytics projects, has paved the way for various game-changing projects, including the AYA chatbot for AIA Philippines, the Bessy chatbot for BPI AIA, and workflow protocols which have revolutionized the company’s ability to provide its customers with convenient access to the products and services through the company’s website, as well as give its financial advisors efficient tools that help them with their work such as the iPoS, iServe and iRecruit platforms.
AIA Philippines’ Innovation Lab is part of its efforts to provide revolutionary holistic solutions to benefit its people and customers and eventually, more Filipinos. The program aims to use technology to support the shift of insurance to become more personalized and humanized.
All projects conceptualized by AIA’s innovation team undergo extensive research and development applying human centered design principles to ensure that the brand’s website, apps, or internal programs are user friendly.
Ideas are first borne in the assessment phase where the team determines if the project falls under AIA Philippines’ three pillars–viability, desirability, and feasibility.
In the Design and Test phase, the team tests and continuously improves each prototype to know the best way forward before investing heavily.
In the final stage, Operationalize and Improve, these projects are fine-tuned to produce the best output possible. These phases ensure that all the solutions created by AIA Philippines are relevant, easy to use, and will provide better service to customers.
Kelvin Ang, AIA Philippines Chief Executive Officer, stated in closing: “Technology, Digital and Analytics (or TDA as we call it) are at the backbone of our strategies at AIA Philippines, and as such, requires us to make innovation deeply rooted in our culture as an organization. As TDA continues to permeate the various aspects of our business, it will be the enabler that will help us bring to life our Purpose of helping more Filipinos live Healthier, Longer, Better Lives.”