Guiding an insurance giant into becoming more agile
People
How we helped create the world’s most sustainable and award-winning design
Planet
Integration of sustainable design thinking into problem-solving
Profit
Alignment on new initiatives to drive future growth
How we helped create the world’s most sustainable and award-winning design system, allowing world-class products to be built at pace, at scale.
Big picture
One of the largest transatlantic general insurance companies, our client employs over 23,000 people, serves 20+ million customers, and is expanding in emerging Asian markets. While insurance is traditionally a stable and in-demand product, the industry faces evolving customer expectations in a more digital and connected world.
Adapting to these changes requires agility in vision and operations, which is where our expertise came into play
Hurdles
The insurance industry is heavily regulated and tends to focus more on risk mitigation than seizing new opportunities. This risk-averse mindset can hamper innovation, leaving companies vulnerable to shifting market demands and new-age risk models.
Our challenge was to shift this mindset and introduce a culture of proactive, customer-centred problem-solving
Game plan
To drive this change, we conducted a four-day, in-person design thinking workshop. The strategy focused on pairing subject matter experts (SMEs) with business-critical problems, empowering them to generate innovative solutions that prioritise customer experience. Each team received hands-on mentorship from our side to help craft and pitch their solutions.
The workshop culminated in a pitch session to a panel of C-suite executives. The winning proposal received funding to bring its idea to life within six months, showcasing the company’s commitment to fast-tracking innovation.
The win
Attended by over 200 team members and leaders, the workshop was a resounding success, achieving an impressive 95% Net Promoter Score (NPS).
This outcome signalled a shift towards a more agile, customer-focused approach. With the new mindset and tools in place, the company quickly identified and moved forward with innovative ideas, setting the stage for future growth and market resilience.
“It's incredible to see collaboration and innovation in action within an agile environment at this scale. I’m excited to see this ripple through our organisation.”
- Innovation & Engagement Leadership
Hurdles
The insurance industry is heavily regulated and tends to focus more on risk mitigation than seizing new opportunities. This risk-averse mindset can hamper innovation, leaving companies vulnerable to shifting market demands and new-age risk models.
Our challenge was to shift this mindset and introduce a culture of proactive, customer-centred problem-solving
Game plan
To drive this change, we conducted a four-day, in-person design thinking workshop. The strategy focused on pairing subject matter experts (SMEs) with business-critical problems, empowering them to generate innovative solutions that prioritise customer experience. Each team received hands-on mentorship from our side to help craft and pitch their solutions.
The workshop culminated in a pitch session to a panel of C-suite executives. The winning proposal received funding to bring its idea to life within six months, showcasing the company’s commitment to fast-tracking innovation.
The win
Attended by over 200 team members and leaders, the workshop was a resounding success, achieving an impressive 95% Net Promoter Score (NPS).
This outcome signalled a shift towards a more agile, customer-focused approach. With the new mindset and tools in place, the company quickly identified and moved forward with innovative ideas, setting the stage for future growth and market resilience.
