Beaudon, Gilles2018-06-072018-06-072018My doctoral research is about modelling customer experience in insurance. Analyzing new insurers’ problematics with in the third French mutual health-insurer has emphasized the customer experience as a relevancy and complex subject. This application will describe our exploratory interviews methodology, our first finding: a new theoretical framework to analyze customer experience (our object), and considered next steps.enText/Conference Paper10.18420/ecscw2018_dc62510-2591