---
title: "Our Work: Looker · Appnovation"
url: "https://www.appnovation.com/work/strategic-planning-and-road-mapping"
description: "How Appnovation Transformed Customer Experience with Digital Platforms for the Manitoba Blue Cross"
---

# Our Work: Looker

How Appnovation Transformed Customer Experience with Digital Platforms for the Manitoba Blue Cross

## Challenge

Manitoba Blue Cross (MBC) needed to transition from paper-based systems to digital platforms to enhance customer experience and compete with national insurers. 

## Solution

Appnovation partnered with MBC to conduct market analysis, engage stakeholders, and develop user personas. They created a strategic roadmap to improve customer interactions and launch wellness programs.

## Impact

The initiative optimized customer interactions, improved operational efficiency, and strengthened MBC's market competitiveness, leading to enhanced customer experiences and sustainable growth.

On this page

## Engagement

Client

Strategic Planning and Road Mapping

Industry

Health & Life Sciences

## On this page

## Challenge

Manitoba Blue Cross (MBC) faced heightened competition from national insurers in Manitoba and sought a competitive edge by enhancing their customer experience. Transitioning from a paper-based system to a digital platform was crucial to offer 24/7 self-service options and easier access to person-to-person assistance, while launching new wellness and EAP mental health programs. Legacy technology posed barriers to innovation and program promotion.

## Solution

Appnovation partnered closely with MBC to revolutionize their customer experience strategy. We conducted thorough market analysis and engaged in extensive stakeholder consultations to understand MBC's position and aspirations. Through this collaborative effort, we developed detailed user personas, crafted a phased measurement plan, and created an experience blueprint focusing on enhancing interactions for primary users. Our approach was guided by MBC's rallying call, "The first to be there for you" which became the cornerstone of a strategic roadmap empowering their teams to pioneer wellness benefits across Manitoba.

![CorePower Yoga Result](https://cdn.sanity.io/images/ey850001/production/8a64c344e2d242e8af8b7d08adecf5e72eb23f23-800x600.png?w=800&auto=format)![CorePower Yoga Result](https://cdn.sanity.io/images/ey850001/production/15eeab8163856cbaa382951a7d4b722d148b6a0f-800x600.png?w=800&auto=format)

## Result

Appnovation identified key market opportunities for MBC through analysis and initiatives, optimizing customer interactions with journey mapping and persona development. Our strategic roadmap, aligned with MBC's principles, enabled impactful digital enhancements, strengthening competitiveness in Manitoba's insurance market. This approach boosted operational efficiency, enhanced customer experiences, and fostered sustainable growth.

## More work

[See all our work](/work.md) 

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