Challenge
Vitality is an innovative health and life insurance provider that de-merged from Prudential and needed to rapidly decouple from a complex, business-centric legacy technology estate.
The risk was significant. Any failure during the transition could impact sales, revenue, and customer trust. At the same time, the existing digital experience had been built around internal processes rather than customer needs. Vitality needed to modernise without causing disruption.
Do you have similar challenges?
Please get in touch to start a conversation about how our expertise can help your business thrive.
Objectives
- Protect revenue while transitioning away from Prudential systems
- Integrate with complex legacy platforms rather than replace them wholesale
- Redesign user journeys to be genuinely customer-centric
- Create a modular platform capable of evolving with new products and partners
Approach
We began with a series of deep technical and architecture workshops to understand:
- Existing systems, dependencies and constraints
- Opportunities to reuse valuable assets rather than rip and replace
- Where experience, performance and insight were being lost
From this, we created a pragmatic roadmap that balanced speed, risk reduction and long-term value.
Solution
The answer was a modular, Sitecore-based architecture that sat cleanly across Vitality’s legacy estate.
As a Silver Sitecore Partner, we were able to implement this at enterprise scale.
Key elements included:
- A new customer-centric digital front end decoupled from legacy constraints
- Component-based architecture using Sitecore personalisation and A/B testing
- Modular integrations that connected Vitality systems without brittle dependencies
- Optimised journeys across channels, improving application flow and conversion
- A future-proof platform designed to accommodate new products, tools and content
Extending value through innovation
Once the core platform was live, we continued to build on it. This included an innovative partnership with Disney, delivered through an interactive games platform within Sitecore.
- Integrated fitness tracker data to power personalised rewards
- Created gamified experiences focused on children’s health, exercise and dental care
- Delivered engagement benefits for users while generating richer insight for Vitality
Results
Streamlined, intuitive customer journeys replacing business-centric flows
Average of 35 ranking increase in search visibility
Greater insight through better data capture and experimentation
A scalable platform ready for new partnerships and propositions
Outcome
Vitality successfully transitioned away from legacy constraints without risking revenue or growth.
By integrating rather than dismantling existing systems, we achieved a significant improvement in customer experience and created a platform that continues to develop alongside the business.