How can insurers help both the insured and uninsured?
How can current insurer touch points be leveraged?
Can data and technology support our efforts?
Is it possible to help without communicating a hidden agenda?
Maximizing the use of technology will help recognize triggers and better support families with claims.
CONCEPTS
Maximizing the use of technology will help recognize triggers and better support families with claims.
1
A human touch
The solution is simple, but often those can be the most impactful: a handwritten card for the recipient of the claim after a suicide.
This solution provides a small, but personal touch, that humanises a currently formal touchpoint. The card includes information about how to seek help and self-care, and all information would be expertly screened.
2
Penguin Awareness Campaign
The penguin was chosen as the face of the campaign because of its caring nature, and survival in community. 30 Six-foot penguins would be placed around London, fitted with screens that would ask passers-by questions about how they feel, to raise awareness about mental health, and encouraging people to stop, think and interact.
The idea was inspired by best practices around the world showing how a simple question could distract those with suicidal thoughts from acting on them.
3
Insurance industry working group
Due to the interest of the team in taking this topic further as an industry, a working group was proposed to continue the efforts that the Cookhouse Lab had initiated.
The mission of the group is to catalyze actions within the insurance industry, targeted at contributing to suicide prevention initiatives. It will initially run for a 12-month period at which point a review will be held to determine whether or not to continue.
Our test kitchen has cooked-up new customer-centric solutions to industry problems and challenges through rounds of innovation sprints with our global community. Check out the results!
We also offer intro sessions that provide insurance professionals with the opportunity to experience our Cookhouse Labs methodology and a sneak peek at what it’s like to co-create and collaborate with our global community. If you are not a Cookhouse Labs member and are interested in finding out more, check out our membership benefits!
In Britain, 17 people die of suicide daily on average, and men are three times more likely to take their own lives as women. Suicides have a tremendous impact on humans emotionally and trigger financial costs, so we decided to run a three-day Pop-Up Lab in London to understand how the insurance industry could contribute potential solutions for suicide prevention in the region.
Suicide: a societal and insurance industry challenge
When a claims manager from RGA in the UK raised the issue of how our industry could help prevent suicides, we began exploring the problem and learned of a number of people in the insurance industry who volunteer with non-profit organizations that focus on suicide prevention.
One of these is Samaritans, a UK non-profit. We learned of a Samaritans marketing campaign that displayed posters on a rail line, promoting their suicide hotline. The result? Suicides on the rail lines decreased by 20 percent. This low-cost initiative clearly helped save many lives, as well as helping the rail industry serve their users better.
Considering how suicide affects our industry, healthcare and society in general (we estimate the UK life insurance industry paid out more than £100m on suicide claims in 2017), we were eager to contribute. Running a sprint using Cookhouse Pop-Up Lab would give us the opportunity to learn more and work with people directly impacted by this crisis in the region. If you think of Cookhouse Lab as a test kitchen, then the Pop-Up Lab is our food truck, bringing our skills and experience to collaborate with local experts in global locations.
Using our network to bring people together to solve problems
Despite the sensitive nature of this topic, we found that people were eager to get involved to find solutions for suicide prevention. All of the participants had both a personal and professional (i.e challenge in their organization) connection to this societal issue, and they came together to solve it.
Usually, when running a Pop-Up Lab, we aim for a group size of six to eight participants. In this case, we had such a strong interest from candidates that we chose nine: a diverse group of re/insurers, insurers and consultants, many with operational experience in actuary, claims, or underwriting.
Participants of this Pop-Up Lab were from the following organizations:
Agrippa
Aviva
EY
Legal & General
Munich Re
Pacific Life Re
Reinsurance Group of America
SCOR
Vitality
Two experts in the suicide prevention field also joined a session on the first day as masterminds, generously sharing their knowledge and experience to help the project team complete empathy and customer journey maps. In addition, the participants grabbed inspiration from 17 lightning demos about male suicide prevention tactics used by others. With much motivation and purpose, the team cooked up a diverse set of ideas and solutions.
In just three days this fast-moving project team created three solutions to save lives – a tremendous feat! Each solution targets suicide prevention at a different level: specific, macro and strategic. Let’s take a look at what they cooked up:
Specific: This solution was formed to address the fact that the suicide of a relative can be a trigger event for other suicides. The project team came up with the idea for insurers to send a handwritten condolence note including information on how to seek help and self-care to a suicide-related claimant. This small but personal touch humanizes a currently formal touchpoint and could help reduce the claim suicide as a trigger event for another suicide among family or friends.
Macro: The next solution was a macro-level campaign to promote mental health awareness and human interaction in London communities. The project team envisioned this happening by placing thirty six-foot penguins around London, which would encourage people to stop, think and interact.
Strategic: The strategic level solution involved forming an industry working group that would catalyze actions within the insurance industry targeted at contributing to suicide prevention activities. The group would span operational teams (e.g. underwriting, claims) to address suicide from all perspectives in insurance.
Solving an industry problem in one locale can have a global impact
The problem of suicide is not limited to the UK. By devoting our attention and resources to thinking deeply about a problem, it shines a light on root causes and issues that people may have ignored or overlooked. One of the biggest takeaways from this Pop-Up Lab was: don’t be afraid to tackle a sensitive subject. We all benefit when a workable solution is created, because it may spark an idea that can help solve a problem somewhere else. By looking at our industry’s processes through the lens of suicide, we identified many simple steps that could be taken to improve things.
Similarly, there are other common challenges and problems that exist across the insurance industry and global communities. Doing a deep dive into these challenges in a specific region can trigger a positive change globally.
Want to get involved with suicide prevention?
Thank you to all of the participants for bringing their innovative minds and compassion together for this project. If your organization is interested in joining this group of innovators for the next steps for this project, or if you have an idea for another social challenge in need of an insurance industry solution, please contact us.
Thanks to Jonathan Hughes for sharing insights from facilitating the Pop-Up Lab to contribute to this blog.
Become an industry thought leader. Don’t forget to share.
What are the digital expectations and requirements of an agent, broker and customer equally?
How can we help the salesforce to stay relevant, sell more and admin less?
How can we leverage technology trends to increase sales performance and improve customer experience?
What can we learn from other industries?
Maximizing the use of mobile technology will improve customer satisfaction.
CONCEPTS
The final output of the project was a Portfolio Solution that included two different products.
1
DIScovery and awareness app
Carebear app is a referral product to help our customer persona (Sandra) through the car insurance journey with the aim to validate the following problem statement:
How might we communicate our products and processes more effectively and efficiently to give Sandra clarity and confidence that she’s taken care of?
2
Brokers integrated portal
MOBiBro is an integrated application focused on our broker persona (Dave). The problem statement:
How might we provide Dave with technology and data access anywhere to become a better advisor so he can sell more and quicker?
Our test kitchen has cooked-up new customer-centric solutions to industry problems and challenges through rounds of innovation sprints with our global community. Check out the results!
We also offer intro sessions that provide insurance professionals with the opportunity to experience our Cookhouse Labs methodology and a sneak peek at what it’s like to co-create and collaborate with our global community. If you are not a Cookhouse Labs member and are interested in finding out more, check out our membership benefits!
Cookhouse Lab hosted its second annual Hackathon which challenged participants to find solutions to move from passive risk takers to active risk managers. The Hackathon had twenty-four participants which included professionals from various organizations including CAA, Gore Mutual, Munich Re, and Jauntin. These professionals also had the chance to work with thirteen talented students from the University of Applied Sciences Würzburg-Schweinfurt (FHWS).
Check out the recap below to discover the problem being tackled, solutions created and methodologies used to ensure a successful experience.
The Problem to Be ‘Hacked’: Moving from Passive Risk Takers to Active Risk Managers
Looking at the technology surrounding our industry and society, we thought it would be a great time to find solutions that will shift stakeholders from passive risk takers to active risk managers. Gone are the days where insurers wait for a claim to happen. With IoT sensors, phones, and wearables, we are collecting data 24/7 which allows us to define an individual’s norm.
As a result, we can assess any deviation in real-time and act accordingly. From the customer perspective, they can see their behavior in a cumulative manner, are more involved in what they do and understand the real-time impact of their behavior and lifestyle choices. Not only on their life but also on their policies, for example, Vitality’s pay as you drive program.
As an industry, becoming risk-managers means savings, not just financially, but also making a positive change in the lives of our customers. Savings lives – supporting healthier lifestyles, behaviors and choices that will prolong healthier lives.
Stepping back and looking at these two aspects, we felt the gains were clear in hosting a Hackathon that would tackle moving towards being active risk-takers in Cookhouse Lab.
Highlights From the Solutions Created
The teams worked vigorously through the two-day Hackathon to develop impressive solutions for the problem at hand. Let’s take a glimpse at two of the solutions the teams cooked up:
A Dynamic Action Rewards Program: rewards can be redeemed as policy discounts, cash or new insurance products.
Travel insurance with focus on home and pet security: a package that covers the things you leave behind when travelling.
Using Masterclasses to Educate Quickly and Effectively
For some participants, this Hackathon was their first tie being exposed to this kind of experience as well as design thinking and lean methodologies. Because of this, education was an important component. However, given the short duration of the Hackathon, the education had to be quick, effective and valuable. Cookhouse Lab used masterclasses to accomplish this.
Masterclasses are thirty-minute presentations delivered by an Innovation Coach, a UX/UI designer, and/or Head of Innovation.
The purpose of these sessions was to provide:
A road map/structure that participants could use to make the most of their time
A chance to learn about a variety of tools typically used in the labs for sprint projects and how to apply them
An opportunity to detach from the intensity of the hackathon, refresh and go back to work with a clear mind
Bringing Together Diverse Backgrounds
One of the key ingredients to a successful Hackathon is having a diverse set of participants. From what we have witnessed at other projects at Cookhouse Lab, the more diverse backgrounds you bring together, the better – as everyone can contribute from their personal experience.
This Hackathon, in particular, brought together participants from varying backgrounds ranging from computer science and e-commerce to experienced underwriters, digital innovators, and software developers. All of whom were able to work together to find solutions to improve insurance.
In addition to bringing different skill sets together, having students team up with working professionals brought another element of diversity. The teams were able to successfully integrate their ideas, learn from different perspectives and expand their thinking from local experience to international insights. Both left feeling impressed and inspired by each other.
What did the ‘hackathoners’ take away from this experience?
an understanding of design thinking and how to apply it
tips and tricks from experts featured during masterclasses
lo-fi prototypes to take back to their organizations
new connections (local and international)
the achievement of conquering a two-day Hackathon
Overall, this Hackathon was another successful innovation experience served up at Cookhouse Lab. We’d like to extend a huge thank all of our participants for dedicating two days of productivity, creativity and hard work into finding solutions to address an industry challenge.
Cookhouse Lab is gearing up to host its third annual hackathon. To prepare for it, we connected with Diana Chang, previously a Logistics Team Lead with Hack the North, to find out why hackathons provide such a unique forum for collaboration for hackers (hackathon participants). Check out our interview with Diana below and don’t forget to sign up for our third annual hackathon.
Q: Can you start us off with a brief overview of how a hackathon works?
Diana: A hackathon is an opportunity for people to collaborate and co-create on an industry-specific challenge or even everyday problems. It is a huge learning experience that consists of a group of open-minded attendees who are ready to learn and teach, emerging technologies, and the opportunity to discover topical challenges.
In its simplest form, hackathons are spaces where like-minded people ideate and prototype together. While new technologies tend to be the hook for hackathons, it is the dedicated space for idea development across all industries that make hackathons so unique and nearly irreplicable.
Q: Who can get involved? Are they limited to people with coding or technical backgrounds?
D: Let’s make something clear, hackathons are not just for programmers! While most hackers are there to write code, designers are often the second largest group attending. They compliment coders’ work with strong UI/UX skills and ensure an effective and client-friendly flow to the final proposal.
Industry experts are also crucial for teams participating in hackathons. They act as project managers and provide industry knowledge not necessarily known by coders that put them a step above the competition. Hackathons also diversify with regards to which audience they cater to. Some are for developers in early stages while others focus on design thinking processes; with workshops integrated within the event to better prepare attendees.
Q: What are some benefits of attending?
D: Newly interested hackers will find value in the collaborative learning environment, open-minded participants who are willing to help, and the opportunity to learn how to transform industry concepts into real-world applications. Hackathons are also all about the people! By attending, you have the chance to meet like-minded people, connect across different industries, and co-create alongside people with different cultural/industry perspectives. All hackers come away with strong connections.
Q: Any advice for people who don’t think they have the necessary ‘skills’ to participate in a hackathon?
D: Hackathons generate an incredibly welcoming environment, for those who do – and don’t – have prior experience participating in them. There will always be facilitators there to ensure that everyone from beginners to veterans have the most positive experience possible.
You will be able to learn and contribute no matter what your level of knowledge of the topic is. As I mentioned before, everyone brings value from their personal experience.
Q: How do they inspire innovations within an industry?
D: Whether it be a product, service, or process, hackathons drive industry innovation by addressing projects that are more challenging, out-of-the-box, and would otherwise take a large dedication of time and resources to address.
Hackathons are purposely constrained on time so that hackers can solely focus on diagnosing, addressing, and ultimately solve the problem. They also typically have low constraints on creativity, and foster freedom of thought which enables participants to deliver truly innovative ideas to solve industry issues.
Q: With our own hackathon starting soon in Toronto, any crucial tips and tricks for those looking to be prepared?
D: Here are three tips I consider to be universal when preparing for a hackathon.
Before the day(s) of the hackathon, make sure you are prepared with the right tools to succeed. This can range from the right technology (e.g. laptop) to simply going online to research the topic addressed at the hackathon.
Go into the hackathon with an open mind. While this can be commonly overused, there is truly no better place to learn from specialists within their own industry since you will be working together. Not to mention that your peers will be willing to learn from you; that is the beauty of hackathons.
On the topic of peer hackers, connect with fellow industry specialists. In a semi-casual setting such as a hackathon, it is almost a given that you will meet truly passionate professionals from every field. Soak as much information in as possible and take the opportunity to build relationships. This will undoubtedly be fruitful for future collaborations and potentially in seeking expertise when addressing an industry challenge.
A big thank you to Diana for sharing her expertise from her experience in the world of hackathons. It’s clear they present a unique opportunity for professionals of varying backgrounds and experience to come together to develop out-of-the-box solutions for challenging industry problems.
Eager to get involved in a hackathon?
Become an industry thought leader. Don’t forget to share.
A diverse community of insurance professionals convened in Munich in May 2018 to explore industry disruption from unlikely players – the world’s tech giants. The group came together to use new approaches and unlock methodologies to help navigate the future of the industry in our collaborative 2-day session.
What is a taster session at Cookhouse Lab?
A taster session at Cookhouse Lab is a free 2-day session that gives organizations a chance to experience the methodology, process, and environment of Cookhouse Lab. The taster offers insurance professionals the opportunity to experience a mindset shift, access design thinking tools, connect with new industry peers, and get answers to questions about the benefits of Cookhouse Lab membership.
The session provides accelerated programming, leveraging the strategies and philosophies that are fully explored in the Lab’s 2, 4, and 12-week projects. Each taster offers insight into the full program experience while also providing a lens on a specific project topic.
What did participants do at the Munich 2-Day Taster Session?
The Munich taster focused on Disruption of Insurance through Tech Giants and offered local insurance organizations from across Europe a taste of our Pop-Up Lab in Munich, running from September 10 – 21 and culminating with final presentations at msg’s Insurance Conference inscom.
Over 2 days, the taster attendees:
Identified what tech giants are currently doing in insurance
Discovered consumers overall attitudes about insurance and what they know about tech giants
Researched unique value propositions that insurance organizations can offer to compete with tech giants
Looked at available resources from tech giants and explored how insurance organizations can leverage them to improve their customer experience
What methodology was used for the taster?
The Cookhouse Lab methodology was used to uncover trends, draw on intersections, and unlock value for the insurance professionals. Using design thinking tools and our proven project approach, we were able to develop innovative solutions to meet the needs of a changing insurance industry landscape. Over the 2-day session, we walked through all three phases of the process: the team completed their initial research online, created their interview questions and, as always, went out to talk to consumers to better understand their thoughts, feelings, and opinions on tech giant disruption.
Who participated?
This was a very fun group to work with! As an Intercultural Management consultant and coach, I enjoyed working with a team that was diverse, not only in terms of geographical location but also in terms of industry. Our participants joined us from the Netherlands, Switzerland and Germany. Our guests from Germany, SOKA BAU, were exclusively labourers insurance providers, a type of organization we don’t often see in our lab. Die Mobiliar from Switzerland and Nationale Niederlanden were also in attendance, and it was a pleasure to have msg colleagues and participants from their partners at SAP. The team was completed with members of another msg organization, minnosphere. The unique mix of experience and perspectives in the room made for incredible solutions and a fun, creative, and productive taster.
What were the outcomes of the Munich taster?
Every participant came away with their own unique insights, but it was fascinating to see how far each person could step outside of their comfort zone. Final presentations provided an overview of three viable solutions and were presented as a great mix of Pecha Kucha presentations, sketches, storyboards, and low-fi prototypes. The diversity in solutions and presentation styles was a great reminder of the importance of an open and creative mindset and attitude when innovating.
The three solutions the team crafted included:
Insure your Lifestyle: What if you could insure your lifestyle and make sure that what you have built is something you can enjoy for the rest of your life? What if your insurance supported you through your journey and, with your help and data, your provider could customize your packages to fit your current lifestyle while also taking into account future changes? For example, if you are currently a passionate snowboarder, when the time comes to rest your board you would be able to substitute coverage for a new hobby, maybe more beach travel or a different sport.
Be Insured: Imagine a life where you would pay one premium a year, in which everything you needed to cover was covered. A life where your insurance company would offer you packages based on specific settings you select like budget, items you want insured, trips you are taking, and family milestones like your teenager getting their license, or the beginning of your ‘empty nest’ with your youngest child’s graduation. Imagine a life where you can choose how to pay for your insurance, with cash or data. Every year, you could receive a report of how your data was used – a life where you do not need to look for insurance, insurance comes to you!
Insurance Concierge –Blockchain: Two of the most common questions related to insurance are what exactly do I need and how do I get it? When most people start that search, they come across too many options, most of which are not very clear, leading to a time-consuming and confusing search. Insurance Concierge takes care of those pain points. It is your digital concierge, built using access to your blockchain where all of your personal data has been securely stored. The concierge would not communicate with you, but with your digital twin – a twin designed by you! Now the communication, search, and offers are all managed by your concierge and your digital twin. When offers come in and coverage is required, you have the option to read and sign yourself OR handoff signing authority to your digital twin.
What future tasters can we look forward to in the Lab?
We have a one-of-a-kind taster coming up on June 26-28. Learn more about The Future of the Mobile Insurance Agents and Brokers taster here. What makes this taster unique is that participants will be taking part in a project that is focused on launching a solution. This means you get to co-create and be part of the journey as the project moves from a lo-fi prototype to a fully functioning product! This is an exciting opportunity as the Lab typically focuses on creating solutions, not launching them. This time, as we partner with msg, SAP, and Apple, you will have a chance to experience more and see the full process of bringing a product into market.
Become an industry thought leader. Don’t forget to share.
In the life insurance industry, there are many processes we encounter daily that have the potential to be modernized and made more efficient. The current underwriting process is no exception, with outdated rules, blanket questions that don’t allow for personalization, and long customer wait times that can take up to four to six weeks. This is a process that is ripe for disruption and last month, Cookhouse Lab invited underwriting professionals to try their hand at disrupting it in just 48 hours.
This was done through a ‘taster session’ which gives professionals the chance to sample a variety of design thinking exercises that are used in regular Cookhouse Lab projects in a condensed time frame.
This sprint, in particular, focused on making the life insurance underwriting process more time and resource-efficient to ultimately improve the customer experience. Read on to find out what processes were used to collaboratively identify three potential solutions in just 48 hours.
Day 1 – Identifying Pain Points & Determining Customer Personas
On the first day, the team focused on conducting research and empathizing with the customer to really understand their mindset. Empathy is a critical component of design thinking to ensure that the solution has the end customer’s needs are at the forefront.
Identifying Pain Points
The project team identified pain points of the demographic by running a ‘masterminds’ interview session. This involved meeting with a group of experienced underwriters to understand the current process from their point of view, their pain points and what their ideal process would look, feel and sound like. Through these interviews, the team identified the following pain points:
The current process has too many irrelevant questions
There lies a big gap in communication between the agent, insurance company, and the end customer
All age groups are being treated the same and asked the same questions
Data exists, but it isn’t accessible
The current application needs to be more dynamic
Determining Customer Personas
The team also identified two main customer personas that the solutions would be targeted towards:
Sam:
27 year old female that is living with her parents at the moment, but planning to have her own home one day and start a family
She is commitment-averse and prefers to avoid face-to-face communication when dealing with purchases
She enjoys social media and instant gamification.
Chris:
45 year old underwriter who has worked in the same organization for 20 years
He has a 15 year daughter and a 3 year old son.
He likes his way of doing things and is worried about automation
He believes in the power and value of underwriting and likes the medical knowledge he has acquired throughout his career
He is comfortable with the current system and is the type of person that feels the need to read every line on applications
Day 2: Developing Solutions
Using the research from Day 1, the project team continued their sprint on Day 2 to develop three possible solutions to better the current process.
Solution #1: Instant data collection, verification and clarity of product
This solution allows the agent to ask for permission from the customer to access various data pools that have collected valuable customer data, which would then be sent to a pre-filled application. Once the application is completed, the customer and agent would look over the information provided. At this point, the customer could make any necessary changes, edits or provide any missing information. Once the customer authorizes the application the agent is then able to provide possible policies based on the information given, which provides a custom solution that fits for each individual customer.
Underwriter Benefits
Customer Benefits
Instant and authorized access to the data pool
Peace of mind on how the agent is collecting information
Clarification on information collected
A better understanding of what information the agent is collecting
No need to go over the entire questionnaire, which may hold irrelevant questions
Clarity on the value of their policy
Allows for the opportunity to ask questions without lengthy waiting time periods
Solution #2: Simplified Application – Max 10 Qs
Instead of a standard application, this online question solution would contain a maximum of 10 key questions that customers are asked. The questions would have smart logic and adjust depending on the respondent’s answers and would prompt the user it needs further information. In addition to being more efficient, this solution is also millennial-friendly as it allows the target group to skip lengthy unnecessary and/or irrelevant questions. Key question categories:
Lifestyle (Alcohol consumption, Drug use, Driving history, Criminal activities)
MIB report
Medical-related (prescription medication)
Foreign travel
Immigration status
Underwriter Benefits
Customer Benefits
Shorter application process
Clear and relevant questions
A questionnaire that is adaptable, and therefore relevant for all customers
Shorter application process
Solution #3: Starter Plan
A product designed for university graduates and parents with children in university. Starter Plan is designed to be marketed through universities during orientation and months leading to graduation, student loan distributors and entry-level employers. The plan would be based on:
DI protection
50K coverage for 2 years
Financial education
Personalized dashboard with incentives and possible products as the life of the customer changes
Underwriter Benefits
Customer Benefits
Financially educated customers
Financial education
Data collection from an earlier age
More accurate and customized products
Engagement from the millennial generation
Parents have peace of mind regarding insurance and their young adult’s coverage
Parents have peace of mind knowing that they’ve set their child up for a good start.
Unlocking Innovative, Disruptive Ideas in 48 Hours
In just two days this project team was able to create three viable solutions to solve an industry-wide problem – which is a huge accomplishment! Through these solutions, they were able to achieve the following:
Offer an efficient and speedy process to underwrite a policy
Engage the most challenging age group for life insurance to attract at the moment (millennials)
Build customer trust and financial literacy
Want to join in on the innovation? We’ve got a full schedule of projects coming up in 2018. Check them out here!
Become an industry thought leader. Don’t forget to share.
Every hero needs a villain, right? Similarly, every great idea, solution, or invention always needs a problem. And while the solution is often what gets all of the glory and attention, how we deal with said problem is just as, if not more, important.
As Albert Einstein once said, “we can’t solve problems by using the same kind of thinking we used when we created them”.
The Importance of Identifying the Problem
In the world of insurance, all insurers are motivated to solve one problem: how to minimize the risk of financial loss. But for many organizations, the innovation strategy behind solving this problem lacks a key component. While many companies do a great job analyzing the latest technological trends (like Cloud Computing, Artificial Intelligence, or Blockchain) and trying to find answers on how to make use of them, they often don’t think about the root cause of the actual problem.
Understanding Customer Expectations
Steve Jobs once wisely said, “it’s not the customer’s job to know what they want!”. He’s not wrong. To create the best solutions for the customer, companies need to have a very clear understanding of their exact problems. And in today’s digital world, standards are high. People are shaped and influenced by their digital experiences with sophisticated companies like Amazon or Uber – and these expectations transfer over to their insurance needs as well. This means that insurers need to understand the expectations of these customers in order to build greater customer loyalty, cut costs, and improve profitability.
Design Thinking Puts the Customer First
The concept of design thinking has been around for decades in various professions like engineering and architecture, but has recently exploded in popularity in the business world. At a high level, this process helps organizations solve complex problems by shifting the focus from a business-centric solution to a customer-centric solution.
Previously in the insurance space, most insurers took the approach of creating solutions based solely on assumptions and hoped that their products or solutions would resonate with target audiences. Design thinking reverses this logic by first identifying the root(s) of the problem, observing how people think and behave, and gathering customer insights. From there, practical solutions are created.
At Cookhouse Lab, we have seen first hand the power of design thinking. By using this methodology, teams have the opportunity to look at a problem through the eyes of the customer, put themselves in their shoes and fully empathize with the customer – who is ultimately the end-user. Design thinking also encourages creativity and when these elements are put together, great things happen. Check out some of the problems that have been solved in Cookhouse Lab using design thinking here.
Stages of Design Thinking
The following are the stages of design thinking process:
Empathize with the customer and other stakeholders
Define the opportunity or problem
Design a solution
Create and build a Minimum Viable Product/Concept/Service
Test the solution with customers and users
No matter what the problem is, this process facilitates a path that leads to many possible solutions that can be tested and changed. In other words, it encourages continuous iterations of a solution. This quick testing cycle, at very early stages of the design, allows for organizations to create, fail, change, and adapt quickly – all while being mindful of monetary, time, and resource investments.
Building MVPs Through Design Thinking
Design thinking involves the creation of Minimum Viable Products, services and concepts that are presented to end-users to test ideas. In 2017 alone, we developed over a dozen InsurTech MVPs that have combined the best of the industry’s newest technologies with innovative ideas from passionate professionals to create consumer engagement apps, blockchain portals, and more.
<< Check out what innovative MVPs we created in 2017 here! >>
Design Thinking at Cookhouse Lab
Using Design Thinking at Cookhouse Lab has not only led to tremendous ideas and MVPs but also the chance to contribute towards changing perceptions in insurance. As we discovered in our Loyalty & Rewards project, insurers today struggle to show their customers that they care about their life, wellness, and behavioural changes. But with Design Thinking, empathizing with customers is always a top priority, so if we continue this momentum, these perceptions will become easier to break.
Most importantly, the innovative ideas that come from Design Thinking in Cookhouse Lab help us and the InsurTech community, contribute to making insurance better.
Want to experience the Design Thinking process firsthand? We’ve got a full schedule of projects that are waiting for your input! Check them out here.
Become an industry thought leader. Don’t forget to share.
Blockchain technology offers the potential to streamline the claims process by automating the touchpoints between the First Notice of Loss (FNOL) and the payout of the claim.
4
WEEKS
TORONTO
2018
4
MEMBERS
1
MVP
Problem
TPAs feel frustrated because often the insurance claims process for emergency medical lacks support from family doctors and destination hospitals, insufficient information to finalize the claim.
Automating the claims process for medical travel insurance.
WHY?
Our millennial Key Personas
PATIENT
Long waiting time
Confused about who to submit to first
Too many forms...not enough time
Bad customer experience
TPA
Slow notice of claim
Process is time consuming
Paper based and inefficient
60% of notification of claims is by phone
Frustrated customers
INSURER
Multiple manual forms
Negative brand perception
Manual process in obtaining medical information
Lack of treatment detail and incomplete claim forms
High costs related to length of time processing claims
Claims processes are often characterized by delays, manual input and human error.
Expectations regarding speed of service are increasing due to the rapid advancement of consumer technology.
How to leverage blockchain technology to streamline the claims process by automating touchpoints from FNOL to claims payment.
Typical 30 days process is reduced to only 7 days!
SOLUTION
Swift Portal is a centralized platform that addresses areas where a TPA would experience the most friction in the journey of processing a new claim.
In this project, representatives from 4 insurance companies collaborated to understand the current medical travel insurance claim process, identify the pain/delay points within the process, and co-created a TPA Portal MVP called “Swift Portal” by leveraging blockchain technology.
The Balsamic app was then used to create the initial wireframes used as reference for the atomic prototype.
When the 911 operator enters the policy number in their search, it will kickoff the claims chain by notifying the insurance company that a new claim has been started. Status initially set as N – in transit.
All claims records in the swift system can be seen by the insurance company and the hospital.
On his arrival at the hospital, the patient’s identity is verified in triage.
His policy details and treatment guidelines are viewable by hospital staff.
TPA can continue to monitor the claim and upon close automatically authorize and send payment.
ESTIMATED IMPACT
Brings improved data quality through new digital tools.
Immutable data, ensuring trust between parties.
Launches a digital process that reduced cycle times by up to 50%.
Increases profitability for all the stakeholders.
Claims Cost
reduction speed of information during process, increase in TPA productivity
Cycle Time
reduction in processing claims, quality/accurate information available immediately
Insurance Claims
simplified, accurate, faster all information provided at once
Our test kitchen has cooked-up new customer-centric solutions to industry problems and challenges through rounds of innovation sprints with our global community. Check out the results!
We also offer intro sessions that provide insurance professionals with the opportunity to experience our Cookhouse Labs methodology and a sneak peek at what it’s like to co-create and collaborate with our global community. If you are not a Cookhouse Labs member and are interested in finding out more, check out our membership benefits!
As we near the 500-day mark for Cookhouse Lab, we thought it would be fitting to take a trip down memory lane. Join us as we explore highlights from our first 500 days in a new blog series titled: 500 Days of Innovation. Each installment will explore a different aspect of Cookhouse Lab that has played a key role in our journey so far. First up is ‘Minimum Viable Product; also known as ‘MVP’.
The Cookhouse Lab experience is centered around an accelerated Minimum Viable Product (MVP) creation journey. On average, project MVPs have been completed between a two to four week period, which is a combined effort of project teams and Cookhouse Lab design and technical teams. So what exactly is an MVP?
An MVP is the most pared-down version of a product. It has three primary purposes:
Provides enough value to illustrate the buyer/end-user potential
Offers a practical (and not abstract) demonstration of the benefits and features of the product/service
Creates a feedback loop to guide future development or investment
To give you a better idea, we are sharing five real and noteworthy MVPs that were generated in 2017 in Cookhouse Lab.
1. Insurance Loyalty & Rewards
The Problem: Twofold. Insurance companies have difficulty retaining customers. Meanwhile, consumers have a hard time keeping track (and understanding) policy information, creating a negative customer experience.
The MVP: An insurance-focused customer caring mobile application which was named ‘BACON’.
What makes this MVP stellar?
This app was the output from a 12-week sprint, designed with the end goal of benefiting both the customer and the insurance companies with the following set of features:
Centralized platform: This creates a single place to easily manage all of the customer’s insurance. New communication channels and data sources (from IoT) enables a better understanding of customers.
Digital experience: This engages users through gamification and would incentivize risk-mitigating behaviour and reward those who do well.
Positive association: This platform focuses on caring and elevating the level of customer experience, which creates a more positive association between the customer and the company, and ultimately supports the goal of a deeper relationship between both parties.
Opportunity: creating a better relationship between customers and insurers through open lines of communication that will drive improved customer engagement and loyalty.
The Bonus: The usage of IoT increases data collection which allows for better risk assessment and more tailored product offerings.
The Problem: Due to the lack of motivation, poor quality data, and a strenuous paper process, it can take up to 60 days to receive an Attending Physician Statement (APS) from doctors on life insurance applicants. This is a frustrating experience for the consumer and causes major delays and subsequent impact in issuing life insurance policies.
The MVP: A high-fidelity mock-up of a centralized platform for all parties involved with the APS process (applicant, broker, insurer, and the physician) to access, upload and review information, which was nicknamed ‘Road Runner’.
What makes this MVP stellar?
This platform was created with real input from those involved with the process today, including physicians, insurers, and brokers. Focusing on the two main and current pain points of cost and time, this MVP provides opportunity for all stakeholders to benefit in both categories:
APS Cost: Through this digital process, data quality can be improved, which could trigger a 70% reduction in costs to request and process APS documentation.
Cycle Time: Understanding the time constraints that physicians face, this new digital process along with a physician bonus incentive program could create a 50-95% reduction in completion time for a full APS request. Underwriters would also benefit from easy access to information, and it’s estimated that there could be a 100-400% increase in the number of cases underwritten per day which require an APS.
3. Drone Insurance – no history, no data, no coverage?
The Problem: The lack of historical data has made it difficult for insurance companies to create new policies, therefore making it impossible for customers to protect themselves when they fly drones.
The MVP: A two-pronged approach. The first being a community app that focuses on data gathering and social sharing in an effort to create a credible risk model and rating matrix. The second being a standalone one-size-fits-all insurance product that targets the more professional drone pilot audience.
What makes this MVP stellar?
These MVPs create three main opportunities for the insurance company, while filling a gap that consumers need:
New Data Acquisition: The community app creates the opportunity to harness data from drone pilots through gamification. Underwriters will then have more access to policyholder flight data and behavior.
Proper Margins: This new data will also help increase accuracy, which allows for charging proper premiums while allowing for usage-based discount pricing.
Reduced Fraud: With the combination of user data and publicly accessible social media data, fraud can be more easily detected.
The Bonus: Drones are just the latest example of a ‘new risk’ that insurance companies can insure. As more new risks pop up, the same principles can be applied as a foundation for a new solution.
4. The Future of Transportation – Autonomous Vehicles
The Problem: The introduction of AI in vehicles, otherwise known as semi-autonomous cars, is a new product and has a lack of historical data to base new policies off of. This makes it difficult for insurers to determine how they are going to tackle the transition period between human and autonomous driving.
The MVP: Three different products that will tackle three main issues: lack of data, shifting risk, and the shifting usage of cars.
What makes this MVP stellar?
This MVP was created during our 12-week sprint with information gathered from over 200 respondents as well as a test-drive in one of the newest semi-autonomous cars at General Motors. The following products were developed as part of a portfolio solution:
Discovery and Awareness Portal: Understanding that autonomous vehicles are a newer product that do not necessarily have the best public perception, this portal was created to address the safety concerns of customers by providing a manufacturer agnostic resource where customers are able to learn and experience what it’s like to be in an autonomous vehicle.
Adaptive Risk Model: As cars gain more and more autonomous features, this adaptive risk model takes into account the transition period where risk is constantly shifting.
Transportation Short Leasing/UBI Application: Uber is not a fad. Short-lease trips will still be popular as cars become more autonomous. This feature is for customers who don’t yet own a vehicle but require transportation. It allows the customer to short-lease trips in an autonomous vehicle.
The Bonus: Upon outlining a sustainable business model with these MVPs, the final valuation of all of these products was found as a whopping $150MM.
The Problem: The lack of communication between insurance companies in the group benefit coordination process has created an environment for frequent touchpoints, manual intervention, and the exchange of duplicate information, which has proven to be inefficient and costly.
The MVP: A blockchain prototype with both customer and company portals that was built with Hyperledger Fabric on Amazon Web Services (AWS).
What makes this MVP stellar?
Hyperledger Fabric is a known blockchain framework that was contributed to by Digital Asset and IBM, and allows for various components to be plug-and-play. AWS provides a secure cloud computing service which provides the necessary database storage. The combination of both of these tools will benefit the group benefit process in two major ways:
Time efficiency: This new blockchain prototype eliminates the need to submit the same claim multiple times when covered by multiple providers, which will heavily reduce the amount of time and effort required for customers to get their compensation.
Cost efficiency: This prototype will also benefit secondary insurers. With direct information from the primary insurer, claim information can be trusted, which will eliminate the need for back and forth between both parties.
These are just some of the MVP highlights from last year, and we’re ready to create more! Our menu has filled up with amazing projects in both the life and P&C space for the first half of 2018. Check them out and join our innovation journey!
msg global solutions Canada Inc., and each of its affiliates or programs (“Cookhouse Labs”), is committed to providing transparency to outside parties with respect to the compliance of the organization’s electronic communication with Canada’s Anti-Spam Legislation, in effect as of July 1st, 2014, and its relevant rules and regulations (hereinafter “CASL”). To that end, the Msg global solutions Anti-Spam Commitment is a formal statement of rights and obligations which is made available to outside parties. It is intended to inform outside parties of the type of responsible and transparent practices adopted by Msg global solutions when electronically communicating with outside parties, to inform outside parties about who they may contact at Msg global solutions for any concern pertaining to electronic communications, and to inform such outside parties of where and how they may unsubscribe to any electronic communications from msg global solutions. This document also includes a series of answers to questions about spam and msg global solutions’ practices that are frequently asked by outside parties that msg global solutions may communicate with.
1. APPLICATION AND SCOPE.
This Anti-Spam Commitment generally applies to any electronic communications sent by msg global solutions to outside parties and is protected by a range of business procedures, processes and policies to ensure that such communications are done in compliance with CASL. msg global solutions, in its electronic communications with outside parties, has to comply with the rules established by CASL and enforced by the Canadian Radio-television and Telecommunications Commission, the Competition Bureau and the Privacy Commissioner of Canada. CASL regulates all commercial electronic messages (“CEM”), which are messages that include among their purposes, the encouragement of participation in a commercial activity.
2. WHAT IS msg global solutions DOING TO COMPLY WITH CASL?
msg global solutions has undertaken various initiatives in order to make sure that it is compliant with CASL. It has adopted this Anti-Spam Commitment to provide transparency to outside parties with respect to the compliance of the organization’s electronic communication practices with CASL, as well as undertaken the following initiatives:
msg global solutions has implemented CASL compliant consent forms
The consent of outside parties is necessary in order for msg global solutions to send a CEM. This consent typically must be “express”, but in certain circumstances consent can be “implied” and in others, messages are specifically exempt from consent requirements. msg global solutions has modified certain consent forms in order to ensure that the express consent obtained from recipients is in compliance with CASL.
Your communication preferences can be updated at any time by visiting the Preference Centre, which can be accessed at any time via our website, and you will be notified via email when changes have been made. You can have your email address removed from our mailing lists at any time, although even if you unsubscribe to receiving CEM from Msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
msg global solutions has modified its email footers
msg global solutions has modified its email footers to manage CASL’s consent requirements. Under CASL, all CEM sent must include certain prescribed content. For example, msg global solutions must clearly identify itself as the party sending the CEM, provide a method whereby the recipient can readily contact msg global solutions, such as a mailing address and one of (i) a telephone number with active response voicemail; (ii) an email address; or (iii) a web address; and provide a working unsubscribe mechanism. CASL compliant email footers have been updated on all CEM sent from msg global solutions, in order to ensure compliance with CASL.
msg global solutions has incorporated Unsubscribe Mechanisms
msg global solutions has incorporated unsubscribe mechanisms into all CEM, in order to manage CASL’s consent requirements. Under CASL, each CEM must provide a working unsubscribe mechanism (functional for 60 days), which must be processed without delay, within a maximum of 10 business days. msg global solutions has set up a uniform process in order to ensure that all unsubscribe requests will be complied with. You may at any time unsubscribe from receiving CEM from Msg global solutions by following the process laid out in the electronic message you receive, or contact: hello@cookhouselabs.com. However, even if you unsubscribe to receiving CEM from msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
3. WHY ARE YOU RECEIVING AN ELECTRONIC MESSAGE FROM msg global solutions?
The types of CEM msg global solutions may send from time to time could include the following:
CEM sent to msg global solutions’s current or potential clients (whether individuals or businesses), by msg global solutions’s marketing department or msg global solutions’s sales and business development team. For example, this may be for prospecting purposes or in order to answer a request for information or an inquiry;
CEM sent to msg global solutions’s current or potential service providers by various msg global solutions business units. For example, msg global solutions may outsource part of its activities to a third party (such as a maintenance company, a translation service provider, etc.) or, msg global solutions HR department may contact potential employees electronically for recruitment purposes.
CEM sent to msg global solutions’s current or potential business partners. For example, this may be for building or finding new ventures and partnerships with industry companies, groups and associations.
If you have received a CEM from msg global solutions and you believe that you should not have, please assess as to whether you have provided implied or express consent to receive CEMs from msg global solutions, or if an exemption applies.
Express Consent: You can verify that you have provided express consent to msg global solutions (or verify the status of your consent) by reviewing your preferences in the Preference Centre.
Implied Consent: msg global solutions may infer your implied consent if:
msg global solutions has an existing business relationship with you or has a former business relationship with you which terminated less than two years ago (for instance, you are a former client);
msg global solutions received an inquiry from you within the last 6 months;
You disclosed your electronic address to a msg global solutions employee (for example you provided your business card to a msg global solutions employee) or you conspicuously published your electronic address (for example, via a corporate website or in a brochure) and the CEM sent is in connection with your business role and function.
When is an electronic message exempt under CASL?
If you are receiving an electronic communications from msg global solutions, it may be a message that is exempt under CASL. This would be the case if the message is one the following:
you have a personal relationship with the msg global solutions employee who contacted you, meaning that you have previously had a direct, voluntary, two-way communication;
you have a family relationship with the msg global solutions employee who contacted you;
the CEM is sent within msg global solutions (between employees of msg global solutions);
the CEM is sent between msg global solutions and another business, where there is an ongoing relationship between msg global solutions and this other business;
the CEM was sent by msg global solutions to you, in order to respond to your request or inquiry; or
the CEM was sent by msg global solutions to you, in order to enforce a legal right or obligation (for instance, if you have an outstanding debt, or breached a contract that you have with msg global solutions, etc.).
In certain situations, your consent is not required for certain types of messages sent by msg global solutions, although you may still unsubscribe from future transmission of similar messages. The type of messages where msg global solutions does not need your consent is an electronic message that:
is sent once, following a referral by a current msg global solutions client, service provider, business partner or employee who also has a personal or business relationship with you;
only provides you with a request for a quote or an estimate;
only facilitates or confirms a transaction;
only provides msg global solutions warranty, product recall, safety or security information; or
only provides information about your ongoing use of msg global solutions services or products or ongoing purchases (including updates and upgrades).
If you have received a CEM, and you believe that you should not have, please contact us immediately at hello@cookhouselabs.com and we will promptly remove your address from our list (within maximum 10 business days).
4. SOCIAL MEDIA.
You may be contacted by a msg global solutions employee via social media, such as LinkedIn, if you are connected on the social network with the msg global solutions employee, or if you have indicated through your preference settings the fact that you are open to receiving messages about new business opportunities or ventures. You may also be contacted if you have conspicuously published your electronic address (for instance, on a social media website), have not indicated that you did not wish to receive CEM, and the CEM sent is in connection with your business role and function.
5. WHAT TO DO IF YOU NO LONGER WISH TO RECEIVE CEM FROM msg global solutions.
At msg global solutions, we take the law very seriously. You may unsubscribe at any time from receiving CEM, by visiting the Preference Centre or clicking on the link in any CEM that you may receive from Msg global solutions, and we will remove you from our list within ten (10) business days.
6. AMENDMENT OF THIS ANTI-SPAM POLICY AND GUIDELINES.
From time to time, Msg global solutions will review and update this Anti-Spam Commitment as required to keep current with rules and regulations, new technologies, standards, our business practices and outside parties’ concerns. We will post any Anti-Spam Commitment changes on this page and, if the changes are significant, we will provide a more prominent notice (including, as the case may be, email notification of Anti-Spam Commitment changes).
7. QUESTIONS OR CONCERNS ABOUT THIS ANTI-SPAM COMMITMENT?
If you need further assistance, please contact us at: hello@cookhouselabs.com
Revised November 11, 2019.
Accessibility for Ontarians with Disabilities
Documents Available Notification (AODA)
Dear Valued Clients and Visitors,
msg global solutions Canada Inc. has created policies and procedures to meet their obligations regarding customer service outlined in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005.
Our accessibility policies are available for your review in a number of formats. Should you wish access to these documents in another way, please notify: hello@cookhouselabs.com
Statement of Organizational Commitment
msg global solutions is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Statement of Commitment to Accessibility
msg global solutions is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act(2005), and its associated standards and regulations.
msg global solutions understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.
Providing an accessible and barrier-free environment is a shared effort, and as an organization, msg global solutions is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact hello@cookhouselabs.com
Alternate Format Request Form
msg global solutions is committed to providing accessible, quality services. Communications in alternate formats will be made available upon request within a reasonable time period in a mutually agreed upon format. Please complete and submit the below form to hello@cookhouselabs.com
Accessibility Standards for Customer Service Record of Customer
Thank you for visiting msg global solutions and Cookhouse Labs. We value all our clients and strive to meet everyone’s needs. We look forward to your feedback. Please send us an email at hello@cookhouselabs.com
Privacy Policy
msg global and its innovation lab program Cookhouse Labs Privacy Policy
We at msg global solutions and our affiliates or programs (e.g. Cookhouse Labs) are committed to protecting your privacy. This Privacy Policy applies to our website and all of its associates websites (the “Websites”). This Privacy Policy governs our data collection, processing and usage practices. It also describes your choices regarding use, access and correction of your Personal Information. By using the Websites, you consent to the data practices described in this Privacy Policy. If you do not agree with the data practices described in this Privacy Policy, you should not use the Websites.
The terms of our privacy policy, which can be found below, is based on the ten principles set out the Canadian Standards Association’s Model Code for the Protection of Personal Information.
Ten Privacy Principles
Accountability: We are responsible for personal information under our control and we have designated individuals who are accountable for our compliance with these privacy principles.
Identifying Purposes: We shall disclose the purposes for which we collect your personal information either before or at the time the information is collected.
Consent: Your knowledge and consent is required for our collection, use or disclosure of your personal information, subject to certain exceptions set out in the law. Your consent may be expressed in writing, verbally, electronically, and in certain circumstances, may also be implied.
Limiting Collection: Your personal information shall only be collected by fair and lawful means, and will be limited to that which is necessary for the identified purposes.
Limiting Use, Disclosure and Retention: Your personal information may only be used or disclosed for the purposes for which it was collected, other purposes to which you have consented or if required by law. Your personal information shall be retained only as long as necessary for the fulfillment of identified purposes, or as required or permitted by law.
Accuracy: We shall use reasonable efforts to ensure that your personal information is accurate, complete and as up-to-date as is necessary for the purposes for which it is to be used.
Safeguards: We shall protect your personal information using security safeguards appropriate to the sensitivity of your information to prevent unwanted release, misuse or intrusion.
Openness: Information about our privacy policies and procedures for handling your personal information shall be made available to you.
Individual Access: Upon written request, you will be informed of the existence, use and disclosure of your personal information. In addition, you will be given access to your personal information, as permitted by law. You may also verify the accuracy and completeness of your personal information and, where appropriate, request that it be amended.
Inquiries and Concerns: You may contact us if you have any questions or concerns about our privacy policies and procedures.
We periodically update this Privacy Policy. We encourage you to review this Privacy Policy periodically.
Important Information
1.1. Changes to this Privacy Policy
We may update or replace this Privacy Policy from time to time by posting a new version online. You should check this page occasionally to review any changes. If we make any material changes we will notify you by posting the revised Privacy Policy on our Websites. This helps you to always be aware of what information we collect, how we use it and under what circumstances, if any, it is disclosed. Your continued use of the Websites and/or continued provision of Personal Information to us will be subject to the terms of the then-current Privacy Policy.
1.2. Contact Us
If you have any questions about this Privacy Policy or our treatment of the information you provide us, please write to us by email at: hello@cookhouselabs.com, or by postal mail to: Cookhouse Labs, 30-34 Duncan St, Toronto, Ontario, Canada M5H 1A1, Attn: Privacy.
Information We Collect
2.1. When You Visit our Websites
You are free to explore the Websites without providing any information about yourself. However, when you visit the Websites, we may request that you provide Personal Information about yourself and we will collect Navigational Information.
2.2. “Personal Information”
This refers to any information that you voluntarily submit to us through the use of our Websites, and that identifies you personally, including contact information, such as your name, e-mail address, company name, address, phone number, and other information about yourself or your business. Personal Information can also include information about any transactions, both free and paid, that you enter into on the Websites, and information about you that is available on the internet, such as from Facebook, LinkedIn, Twitter, Instagram and Google, or publicly available information that we acquire from service providers.
2.3. “Navigational Information”
This refers to information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and pages viewed. Please see section 4 the “Navigation Information” section, below.
2.4. Information About Individuals Under 18
The Websites are not intended for or targeted at individuals under 18, and we do not knowingly or intentionally collect information about individuals under 18. If you believe that we have collected information about an individual under 18, please contact us at: hello@cookhouselabs.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street , Toronto, Ontario, Canada M5H 1A1, Attention: Privacy, so that we may delete the information.
How We Use Information We Collect
3.1. We Never Sell Personal Information
We will never sell your Personal Information to any third party.
3.2. Use of Personal Information
In addition to the uses identified elsewhere in this Privacy Policy, we may use your Personal Information to: (a) improve your browsing experience by personalizing the Websites and to improve underlying marketing software; (b) send information to you which we think may be of interest to you by post, email, or other means; and (c) provide other companies with anonymized statistical information about our users — but this information will not be used to identify any individual user. We may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, we do not transfer your unique Personal Information to the third party. In addition, we may share data with trusted partners to contact you based on your request to receive such communications, help us perform statistical analysis, or provide customer support. Such third parties are prohibited from using your Personal Information except for these purposes, and they are required to maintain the confidentiality of your information.
3.3. Use of Navigational Information
We use Navigational Information to operate and improve the Websites and underlying marketing software. We may also use Navigational Information alone or in combination with Personal Information to provide you with personalized information about the Software Provider.
3.4. Customer Testimonials and Comments
We post customer testimonials and comments on our Websites, which may contain Personal Information. We obtain each customer’s consent via email prior to posting the customer’s name and testimonial.
3.4. Use of Credit Card Information
We do not directly collect credit card information from you. We use a third-party service provider to manage credit card processing. This service provider is not permitted to store, retain, or use information you provide except for the sole purpose of credit card processing on our behalf.
3.5. Service Providers
We employ other companies and people to provide services to visitors to our Websites, such as the use of underlying marketing software, and may need to share your information with them to provide information, products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, and providing customer service. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and customer data handling policies.
3.6. Security of your Personal Information
We use a variety of security technologies and procedures to help protect your Personal Information from unauthorized access, use or disclosure. We secure the Personal Information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When sensitive Personal Information (such as geo-location data) is collected on our Websites and/or transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
If you have any questions about the security of your Personal Information, you can contact us at: hello@cookhouselabs.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.
3.7. Social Media Features
Our Websites include social media features (“Social Media Features”), such as the Facebook Like button, the Share This button or interactive mini-programs that run on our sites. These features may collect your IP address, which page you are visiting on our sites, and may set a cookie to enable the feature to function properly. Social Media Features are either hosted by a third party or hosted directly on our Websites. This Privacy Policy does not apply to these features. Your interactions with these features are governed by the privacy policy and other policies of the companies providing them.
3.8. External Websites
Our Websites provide links to other websites. We do not control, and are not responsible for, the content or practices of these other websites. Our provision of such links does not constitute our endorsement of these other websites, their content, their owners, or their practices. This Privacy Policy does not apply to these other websites, which are subject to any privacy and other policies they may have.
3.9. Retention of Personal Information
We retain Personal Information that you provide us as long as we consider it potentially useful in contacting you about our services and products, or as needed to comply with our legal obligations, resolve disputes and enforce our agreements, and then we securely delete the information. We will delete this information from the servers at an earlier date if you so request, as described in the “Opting Out and Unsubscribing” section below.
If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.
3.10. International Transfer of Information
To facilitate our global operations, we may transfer and access Personal Information from around the world, including Canada. This Privacy Policy shall apply even if we transfer Personal Information to other countries. We have taken appropriate safeguards to require that your Personal Information will remain protected.
3.11. Corporate Events
If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy or otherwise, that company would receive all information gathered on the Websites. In this event, you will be notified via email and/or a prominent notice on our Website, of any change in ownership, uses of your Personal Information, and choices you may have regarding your Personal Information.
3.12. Compelled Disclosure
We reserve the right to use or disclose your Personal Information if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights; protect your safety or the safety of others; investigate fraud; or comply with a law, court order or legal process.
Navigational Information
4.1. Cookies
Cookhouse Labs use cookies or similar technologies to analyze trends, administer the Website, track users’ movements around the Website and to gather demographic information about our user base, as a whole.
We use “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web server. Cookies are not used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you personalize pages on our Websites, a cookie helps us to recall your specific information on subsequent visits. When you return to the same Website, the information you previously provided can be retrieved, so you can easily use the customized features.
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Websites you visit. Cookhouse Labs keeps track of the Websites and pages you visit within Cookhouse Labs, in order to determine what portion of the Website is the most popular or most used. This data is used to deliver customized content and promotions within the Website to customers whose behavior indicates that they are interested in a particular subject area.
4.2. Log Files
We may collect demographic information, such as your postal or zip code, age, gender, preferences, interests and favorites using log files that are not associated with your name or other Personal Information. There is also information about your computer hardware and software that is automatically collected by us. This information can include: your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system, clickstream data, access times and referring website addresses. This information is used by Cookhouse Labs for marketing purposes, to maintain the quality of the Websites and to provide general statistics regarding use of the Website. For these purposes, we do link this automatically-collected data to Personal Information, such as name, email address, address and phone number.
4.3. Clear Gifs (Web Beacons/Web Bugs)
We employ a software technology called clear gifs (a.k.a. “web beacons” or “web bugs”), that help us better manage the Website by informing us what content is effective. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of visitors to our Websites. In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on web pages or in emails and are about the size of the period at the end of this sentence. We use clear gifs in our HTML-based emails to let us know which emails have been opened by recipients. This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. We tie the information gathered by clear gifs in emails to our customers’ Personal Information. If you would like to opt-out of these emails, please see “Opting Out and Unsubscribing”.
4.5. Third Party Tracking Technologies
The use of cookies and web beacons by any tracking utility company is not covered by our Privacy Policy. We do not have access or control over these third party tracking technologies.
How to Access & Control Your Personal Data
5.1. Reviewing, Correcting and Removing Your Personal Information
Upon request Cookhouse Labs will provide you with information about whether we hold any of your Personal Information. You have the following rights with respect to that information:
To request access, correction, updates or deletion of your personal information;
To object to processing of your personal information;
To restrict processing of your personal information;
To request portability of your personal information; and
To opt out of being solicited by Cookhouse Labs,
To exercise any of these rights, please contact us at: hello@cookhouselabs.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy. We will respond to your request to change, correct or delete your information within a reasonable timeframe, and notify you of the action we have taken.
If we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
You have the right to complain to a data protection authority about our collection and use of your personal information.
5.2. Anti-Spam Policy
Our Acceptable Use Policy, at: www.cookhouselab.com/casl-acceptable-use, applies to us and, among other things, prohibits us from sending unsolicited commercial email in violation of applicable laws, and requires the inclusion of an “opt-out” mechanism in any commercial electronic messages that we send.
5.3. To Unsubscribe From Our Communications
You may unsubscribe from our marketing communications by clicking on the “unsubscribe” link located on the bottom of our commercial electronic messages, contacting us at: hello@cookhouselabs.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.
