Project Overview

Evaluating member experiences to help transition nib from a health insurance provider to a true health partner that empowers your better health. The output of this audit formed the basis for a roadmap of work, including two other Tortoise & Hare collaborations, a Next Best Action framework and a Test and Learn plan.

Customer objective

Deliver health information and products proactively that allow members to get the most out of their cover.

Business Objective

Help optimise and expand upon existing lifecycle journeys, building insight and understanding to enable right-action, right-time capabilities.


nib believes that by giving members access to better health information, tools and services, they’ll feel confident in choosing the right path to take control of their health. Breaking the mould of the traditional health insurance provider, nib is undergoing mass business transformation to bring simple, affordable and relevant health tools and services to the market, empowering young Australians to better health.


Health Insurance, Health & Pharmaceuticals, Loyalty

Company size:


Collaborated with T&H:

2021 - ongoing

nib customer experience audit findings

After a period of rapid growth and business transformation to bring member communication in-house, nib needed a fresh perspective and omnichannel optimisation blueprint for their current member communication befitting their new payer to partner value proposition. 

The project's first step was to understand the new positioning and its supporting business objectives. We then launched a full-scale audit on all outbound and inbound member communications across all existing channels to identify gaps and opportunities to create more value. We presented these findings to key stakeholders and obtained executive sponsorship for the proposed direction. This approved approach guided two follow-on projects to develop a Next Best Action framework and Test and Learn plan to deliver dynamic and nuanced machine learning capabilities business-wide.

nib customer experience audit insights and recommendations

We presented a succinct and integrated evaluation of the current state of communications back to nib, with key opportunities and insights at a strategic, pillar-by-pillar and individual campaign level for the team to work to optimise.

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