Recreational Vehicle Insurance Support

A B O U T R E S E A R C H M E T H O D O U T C O M E D E C K

A B O U T

Project
Improving the insurance customer experience

My role
Research & synthesis

Timeline
Fall 2025,
4 months

Context
Collaborated with Intact Insurance to develop a strategic framework to improve insurance coverage and claims accessibility for RV owners across Canada and the United States. The project focused on enhancing user experience and policy transparency. Designed a digital application to support RV users with insurance-related information.

Challenge
How might we create a new and valuable service experience for Intact customers that will surprise and delight them beyond the traditional insurance journey, while increasing engagement with the brand?

R E S E A R C H

Stakeholder Ecosystem

This is a multi-level structure of the U.S. sports ecosystem, where global organizations shape policy & national, professional, community, & academic institutions oversee sport development. It suggests that women-focused organizations and leagues remain concentrated in specific areas, indicating
more limited integration of women’s leadership across the broader sports system.

Historic Study

Systemic change rarely moves in a straight line. This timeline traces women’s evolving presence in the sports industry from the 1940s to 2025, charting the cultural shifts, policy interventions, & collective advocacy that opened doors alongside the institutional setbacks and unintended consequences that closed them. From wartime women’s leagues and the passage of Title IX to the ongoing fight for leadership, media representation, and governance equity, the arc reveals a landscape that has transformed significantly, yet still falls short of parity.

Qualitative Study

P R O C E S S

Phase 1: Journey Mapping

From here, we identify the 5 Es in the coach journey, starting with Entice, which comes along with making the decision of wanting to become a coach. From there, we move to the process of entering; then we have the interaction as a coach, which comes with engagement; from there is the late-career stage aligned with the exit, and finally the extend on their path.