Reflection Learning Launch

 Challenge

I am working in Regional Support Team in Insurance sector and my/our challenge is  to improve the Escalations and Queries for the department in order to increase our  customer and sales satisfaction. The project scope includes the Head of department  and a team of 14 people. The project has to be done within the team and depending  on the resolution the budget will be sent for approval. The timeline for the project is 2  months for the design phase and the implementation phase timeline will be decided  later. We will focus on trying to figure out what are the things that our team members  and stakeholders feel is not feasible.

 Selection

Our team has already gone through several design thinking activities/tools, so we are  ready to try the learning launch tool. Broadly speaking, the learning launch is an  experiment meant to quickly test an idea and prototype.

 Application

To begin with, we focussed on the structure of the project. For our first learning launch,  priority was given to the execution of our Escalation and query matrix. We wanted to  structure our tasks, projects, and processes to adapt the methods of Scrum project  management for our work in an effort to become more agile. This was to test our  assumption that non availability of detailed step by step approach to queries was the  main causes of our challenge and hence the escalations. We took a number of steps  to analysis this better like workshops and training. Workshop was done for a week with  batches of 7 each and training was done for 3 days – 5 hours per day. We expected  to produce a document with a clear description of our new, more agile  processes/workflow. For our second learning launch, we focused on gaining clarity  about our tasks and priorities. This tested our assumption that inability to utilize simple  technology like emails, google forms, chatbot efficiently was another challenge. Our  team completed an anonymous survey. Additionally, five key stakeholders from the  department and IT department also completed an anonymous survey. The surveys  included questions about our new, proposed process, understanding the process and  the prioritization of tasks.

 Insight

By applying the learning launch tool, we identified our assumptions and designed  launches to test these assumptions. Additionally, we thought through anticipated  results, expecting to find that a more agile approach would improve our workflow, and  that both our team and the key stakeholders would be fairly open to the recommended  changes in the structure and sub tasks of the projects. As next steps, our team will  review this insight and incorporate it into future launch designs. The ongoing  incorporation of insight is particularly important at this stage, as launches come before  a full rollout in the design thinking timeline.

  Approach

As mentioned earlier as well, our team has already gone through several design  thinking activities/tools and are at this stage in the timeline, the learning launch is the  appropriate tool. As previously mentioned, we need to review the insight that we have  received from our first two launches and incorporate this insight into future launch  designs. Future launch designs should reflect insight gained, progress made, and  come closer to a compelling solution ready for full rollout.


Reflection Learning Launch  Challenge I am working in Regional Support Team in Insurance sector and my / our challenge is to improve the Escalations and Queries for the department in order to increase our customer and sales satisfaction . The project scope includes the Head of department and a team of 14 people . The project has to be done within the team and depending on the resolution the budget will be sent for approval . The timeline for the project is 2 months for the design phase and the implementation phase timeline will be decided later . We will focus on trying to figure out what are the things that our team members and stakeholders feel is not feasible .  Selection Our team has already gone through several design thinking activities / tools , so we are ready to try the learning launch tool . Broadly speaking , the learning launch is an experiment meant to quickly test an idea and prototype .  Application To begin with , we focussed on the structure of the project . For our first learning launch , priority was given to the execution of our Escalation and query matrix . We wanted to structure our tasks , projects , and processes to adapt the methods of Scrum project management for our work in an effort to become more agile . This was to test our assumption that non availability of detailed step by step approach to queries was the main causes of our challenge and hence the escalations . We took a number of steps to analysis this better like workshops and training . Workshop was done for a week with batches of 7 each and training was done for 3 days – 5 hours per day . We expected to produce a document with a clear description of our new , more agile processes / workflow . For our second learning launch , we focused on gaining clarity about our tasks and priorities . This tested our assumption that inability to utilize simple technology like emails , google forms , chatbot efficiently was another challenge . Our team completed an anonymous survey . Additionally , five key stakeholders from the department and IT department also completed an anonymous survey . The surveys included questions about our new , proposed process , understanding the process and the prioritization of tasks .  Insight By applying the learning launch tool , we identified our assumptions and designed launches to test these assumptions . Additionally , we thought through anticipated results , expecting to find that a more agile approach would improve our workflow , and that both our team and the key stakeholders would be fairly open to the recommended changes in the structure and sub tasks of the projects . As next steps , our team will review this insight and incorporate it into future launch designs . The ongoing incorporation of insight is particularly important at this stage , as launches come before a full rollout in the design thinking timeline .  Approach As mentioned earlier as well , our team has already gone through several design thinking activities / tools and are at this stage in the timeline , the learning launch is the appropriate tool . As previously mentioned , we need to review the insight that we have received from our first two launches and incorporate this insight into future launch designs . Future launch designs should reflect insight gained , progress made , and come closer to a compelling solution ready for full rollout .