MBA Final Year Project | Digital Transformation in Health Insurance: Accessibility & Trust
MBA (2 Years) Dual Specialization: Marketing & Human Resource Management

Conducted an in-depth study on how opaque, manual insurance claim processes and fragmented digital experiences lead to customer confusion, delayed settlements, and erosion of trust - particularly during high-stress medical emergencies. The project analyzed gaps in customer journeys, communication touchpoints, and service responsiveness within traditional health insurance models.

Evaluated the impact of digital-first platforms, workflow automation, and transparent, real-time communication on improving customer accessibility, reliability, and trust. The study also incorporated marketing perspectives such as customer experience design, trust-building communication, and brand perception, along with HR insights on process ownership, cross-functional collaboration, and change management required to enable digital transformation.

The project strengthened my ability to approach complex business problems through a user-centric lens, combine qualitative and quantitative insights, and translate operational challenges into actionable, technology-enabled solutions - skills directly relevant to product, customer experience, and growth-focused roles.