A global asset management company was in the midst of a digital transformation programme and wanted to bring vision, consistency, structure and acceleration to their ongoing efforts.
What we did:
A Design-led Transformation Program. We conducted 51 interviews in 3 locations across the organisation, including 6 interviews with some affiliates to obtain a holistic understanding of the work taking place across the business, collect insights and understand the vision of key stakeholders.
What we found out:
Through our work, we identified 3 key strategic of focus:
- Improving collaboration across the organisation
- Ensuring efficiency of processes and tools
- Establishing programmes for future innovation
What happened next:
We arrived to an aggregated vision of how people, processes and technology work together.
A number of digital initiatives were prioritised to address the current and future needs of the business and clients. We worked closely with our client’s management committee to identify key actions and owners to take them forward.
The following are 2 examples of initiatives prioritised from research
Increasing adoption of Salesforce
In preparation for the roll-out of Salesforce (SF) Lightning, we engaged with people from different levels of the organisation to ensure genuine adoption of the new tool.
Activities: workshops and interviews with the heads of Business Development Units (BDU) and sales teams to understand current use of SF, team dynamics and drivers that shape change. These sessions allowed us to validate the UX and UI design of SF Lightning and ideate on how to increase adoption.
Results: 8 human-centred solutions to create excitement and increase employee engagement (including training, hackathons, etc.) and an action plan for the EU and Asia business regions.
Simplifying the RFP process
We identified key inefficiencies in the Request for Proposal (RFP) process that resulted in unnecessary complexity i.e low conversion rate and low staff moral.
Activities
- Mapped the current RFP process to understand pain points and opportunities.
- Proposed quick wins and long-term ideas on how to address these challenges.
- Created a blueprint of the new RFP process to define new ways of working and grasp the state of data and systems readiness.
Results
The London team was able to deliver higher quality responses to RFPs, improve collaboration with affiliates and set a sector-wide standard for a more efficient process.
Client: Confidential global asset management company
Role: Service Design Lead, Hiveworks
Responsibilities : Led the strategy and orchestrate a series of co-design sessions with various departments to create new solutions
Duration: ±1 year, 2018
Team: SD Director, SD Lead, Visual Designer, Junior SD, External data experts