How can Unum enhance its dental insurance plans to provide more comprehensive coverage for orthodontic treatments?

Introduction

To enhance Unum's dental insurance plans for more comprehensive orthodontic coverage, we need to analyze the current offerings, identify user pain points, and develop innovative solutions. I'll approach this by examining key stakeholders, segmenting users, analyzing pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Unum might be facing increased competition in the dental insurance market. Could you share insights on Unum's current market position and the competitive landscape for orthodontic coverage?

Why it matters: Determines if we should focus on differentiation or matching competitor offerings. Expected answer: Unum is a mid-tier player with growing competition from tech-savvy insurtech startups. Impact on approach: Would emphasize innovative, tech-driven solutions to stand out in the market.

• Considering user behavior, I'm curious about the demographics of Unum's current dental insurance customers. Can you provide information on the age groups and family structures of our primary user base?

Why it matters: Helps tailor solutions to the most relevant user segments. Expected answer: Mix of young professionals, families with children, and older adults nearing retirement. Impact on approach: Would prioritize flexible coverage options to cater to diverse life stages.

• Regarding pain points, I'm wondering about the most common complaints or feedback Unum receives about its current orthodontic coverage. What are the top issues customers raise?

Why it matters: Identifies key areas for improvement in the current offering. Expected answer: Limited coverage for adults, long waiting periods, and complex claim processes. Impact on approach: Would focus on addressing these specific pain points in the solution design.

• Thinking about company alignment, I'd like to understand Unum's broader strategic goals for its dental insurance division. What are the key performance indicators (KPIs) driving this improvement initiative?

Why it matters: Ensures proposed solutions align with overall business objectives. Expected answer: Increase market share, improve customer retention, and boost Net Promoter Score (NPS). Impact on approach: Would prioritize solutions that directly impact these KPIs.