Research Depth Meets
Executive Experience
Experience Design International partners with insurance carriers and healthcare organizations to improve customer and employee experiences in ways that drive measurable business results. We combine deep research, real-world operational expertise, and intentional design to help organizations transform thoughtfully and sustainably.
Our Story
After decades inside leading insurance and financial services organizations, we kept seeing the same issue: carriers were investing millions in new products and technology, yet agents and customers still felt the friction. Journeys were fragmented, data showed what was happening but not why, and front-line insights rarely made it into strategic decisions.
We founded Experience Design International in 2017 to change that. Drawing on Henry’s experience as a P&C executive and former Chief Customer Officer at Travelers, and Delanea’s background in customer research, psychology, and experience design, we set out to build a different kind of partner for carriers.
EDI exists to make insurance work better for the people who rely on it every day. We help carriers design products that reflect real-world needs, deploy technology that agents actually want to use, and deliver service that feels consistent, human, and effortless across channels.
Today, our team of seasoned insurance leaders helps P&C carriers optimize customer and agent journeys, streamline operations, and unlock growth by aligning people, process, and technology around a single goal: experiences that agents and customers genuinely value.