Pacific Blue Cross
case study

Pacific Blue Cross


Pacific Blue Cross is the number one provider of health benefits in BC. Their mission is to improve the health and wellbeing of British Columbians.


PBC asked us to highlight opportunities to create value and identify customer pain-points within the onboarding process. These solutions would need to be implemented within 2020. To achieve this, Digitalist would need to bridge the gap between the business, technology, front-line staff and customers.


We created an environment that allowed Digitalist and PBC to co-create solutions. In just two days, we were able to create thirteen concepts. We selected three for interactive testing. Using one-on-one interviews and user testing, we were able to concretely determine solutions that provided the best customer experience. We delivered demo videos, sales materials, a complete service blueprint, and KPI's.

Workshop discussions around the customer journey map