Life Secure
Objective
Help stakeholders differentiate their offering by developing concepts to improve the overall agent and consumer experience
Scope
Workshop Facilitation
Concept Development
Role
Primary Service Designer
Facilitation Lead
Highlights
My goal was to teach stakeholders the value of human centered research through in-depth and interactive lessons that sought to simplify the design process.
Three workshops at integral moments of the project helped the team to (1. Alignment) organize their research plan, (2. Opportunity Identification) utilize research to develop opportunity areas, and (3. Ideation) develop three concepts.
Once the solutions were partially designed, I took them and built them out through narratives and medium fidelity prototypes to present to their executive team, including key features, potential hurdles paired with mitigation strategies, and market research to validate current industry trends
Lessons Learned
Establish Tools and Protocols Early
Stakeholders have a willingness to leverage new tools to engage in the work, but there is a give and take when merging teams that use different tech. Make communication tools easy to engage with, be flexible on what tools to use, and be available for "101" sessions.
Drive Stakeholder Engagement
Stakeholders that are successful have the time, energy, and willingness to change their assumptions, engage in a new process, and shift how they have done things in the past. It was important for me to understand where our stakeholders were at and meet them there, while encouraging them to push further.
Develop Common Language
Developing and maintaining a common language for stakeholders reduces the risk of confusion, increases stakeholder comprehension, and does not water down Design Efforts. Teaching non-designers how to speak to our process allowed them to feel engaged and productive.