Insurance: MMA uses its customers to innovate and design insurance tomorrow

Participatory design, or feedback federating customers around a common project

MMA launches “”, a digital collaboration platform with the vocation of mobilizing a community of clients of at least 2000 members to co-build the offers and services of insurance in the field. This space for discussion and co-creation between MMA and its companies completely complements the efforts that the company has been making for more than 2 years and around the quality of the customer relationship.

The platform takes the form of a website where MMA clients are invited to share their ideas, interact with the community and provide feedback on a project or business reflection. The site is also part of a “gamification” logic to encourage and compensate for customer participation and engagement.


Your ideas for gifts …

In order to motivate internet users, MMA proposes a gift compensation system. But naked gifts are not listed … Should internet users also come up with ideas for gifts? This is not specified.

A participatory site for customers

“” will highlight projects carried by MMA in the form of clickable thumbnails, encouraging the community to participate. Ten topics of consultation will be submitted each year to clients around various topics: CSR, personalization, remote or agency services, etc.… In addition to consultations, an animation device is provided for conservation during the dynamics and . commitment of community members. Internally, will also allow you to anchor MMA and “customer reflexes” to collaborators and project leaders.

Often interactive “Projects” pages

Each thumbnail refers to a page dedicated to a project. Participants can post their contributions (ideas, experiences, comments, opinion, photos, votes …) and answer a questionnaire. Everyone will also be able to respond to the proposals posted. The first project « How to make insurance easier tomorrow? Will encourage members to share their ideas to find solutions that make their daily lives easier. Additional questions will be there to guide members in their thinking: How can we help you better understand your insurance? How to simplify your daily procedures? The ideal relationship with your insurer, it resembles what? And how to make your daily life even easier tomorrow?

Marie Michard, manager of the Pôle Études and head of the “” project, explains: ” is an ideal tool for making lasting connections with our insurers and making insurance easier, more useful and accessible to all. Naked co-building is not done from closed questions or one-off surveys. In order to co-construct, a dialogue must be established and free expression and the production of verbatim must be encouraged in order to learn from it. With this community platform, we seek to find keys to innovation in new offers, new services, customer relations …. We also see a valuable tool to help understand our offers. Finally, we will share the “phygital” trajectory, in order to better understand what our client expects from remote and agency services. »

Julia Sanchez, CEO at FanVoice, said: We are used to creating and running community management platforms for different players in insurance and finance, which is why MMA has called on us to create “”. At the end of each project consultation, our AI analyzes the results of the questionnaires and the verbatims of the members in order to return all the lessons. In addition to this technical aspect, we will value through a ranking the most committed members around the consultations carried out, we will carry out interviews of contributors and we will highlight the MMA project promoters to “humanize” even more this link between insurer and insured. »

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