Overview

As part of a Rapid Digitisation programme, we worked on three projects to use digital technology to transform complex and inefficient manual processes within RSA.

In this way, we redesigned one customer journey at a time and built capabilities to scale quickly. The goal was to always release a basic version in under 12 weeks.

At The Unit we focus on improving the most important customer journey first – whether it be opening an account or even updating address information. We then improve the steps that make up that journey. 

The problem

In many organisations, process design has traditionally been managed sequentially, using a waterfall methodology. Product people have an idea. They hand that idea to IT. The technology team develops it, then hands it back to the business to review. All told, it can take months before customers see the improved process. Only then, after having committed all that time, does the business find out if its answer is the right one.

Such approaches are too slow and insular in today’s environment. They don’t incorporate customer feedback and learnings come too late. To prove that investment is being made in the right areas, organisations need to repeatedly build, measure and learn in small cycles.

Our solution

Our certified scrummasters blended with the RSA team to develop a new, transformative approach to delivery. The pilot project was a performance dashboard for contact centre staff that provides a single view of their success metrics. The dashboard provides different views based on user profiles (User, Team coach, Business leaders), with a high-level overview as well as a deep-data view and analysis.

We interfaced with the RSA Management Information API to output an intuitive dashboard that could be tailored to the needs of each user.

The outcome

With these projects, we helped to introduce a new ethos of agile transformation of delivery at RSA. 

The solution we built allowed for users to self-serve online in ways that had not previously been possible. The same product was designed to serve three core user groups equally successfully.