Leading digital transformation of insurance product for Canadian exporters at Export Development Canada.
I worked with a cross functional team to lead digital transformation of a trade insurance product for Export Development Canada. As a design leader, I identified the need to have a shared vision, clear demonstration of the product along with continuous feedback received from the customers for 41 stakeholders for this project. This video was created by me and shared with the CEO and C level executives in the organization.
Servicing micro and small business owners was complex and costly due to heavy reliance on the customer care team, underwriters and account managers for basic policy administration and support. Through the small segment strategy we built and new customer facing web based application with a goal to provide an experience that is simple, guiding and catalyzes trust building with the customers.
As a design leader working with a cross functional team, I focused on creating a shared vision for the product that was updated periodically and shared with C level executives and 41 stakeholders. The vision sketched out the emotions of the customer when they use the product. Bringing in a radical change in how the organization works became easier when all members of the technology team and the business team were aligned with the vision.
I also focused on bringing in a shift in culture. Encouraging the culture of working across boundaries of profiles and skill sets. This, in turn, helped bring in collaboration at a deeper level and encouraged the team to fail fast, learn and pivot where required.
Apart from design and delivery of the product using Agile methodology, I created strategy for ensuring we have continuous feedback from the customers. This helped the team gain confidence about the overall direction of the product development.