Driving Rapid Delivery
What happens when you empower associates with the mission to act fast, give them the latitude to move with speed and make decisions with the member experience front and center? You create a Rapid Innovation culture where your teams plan, develop, and execute solutions that are not constrained by processes or roadblocks
To keep up with customer expectations and to stay relevant, Nationwide is becoming faster, more agile and increasingly open to disrupting its self. Whether those customers are internal or external, Nationwide is developing and delivering solutions that keep pace with their changing expectations and enhance their user experience through a new Rapid Innovation Delivery approach.
Self-service is about making things effortless for your customers and we are evolving our services to grow faster at a reduced cost with a better member experience by reducing the need for customers to call, by providing digital capabilities to enable members to serve themselves, and providing a low-effort experience when members do want to speak to a Nationwide associate.
Over the past year, by removing process constraints, our teams have collaborated with partners across the Nationwide enterprise to accelerate speed-to-market solutions in delivering quick enhancements that improve the customer experience through Rapid Innovation. The concept of Rapid Innovation is to target small, yet impactful, items to solve or reduce inefficiencies in serving our members in less than 90 days.
And it all comes back to the needs and experiences of our members and consumers. Shifting our mindset and culture to be bold and move forward with speed and efficiency didn’t happen overnight; it requires a continued reminder that we need to make that shift to meet our members and consumers where they are in their journey. We transitioned to have our developers and users collaborating with a 90-day timeline focus to find solutions to solve customer’s needs and business problems, as this sometimes can have a more profound impact than the continuous, traditional, work on projects in the pipeline.
As our Rapid Innovation teams collaborated to build ideas, we learned that the “Old school method” of planning can stifle innovation, while bringing together end-users and IT experts in a high-energy, collaborative and self-organized approach drives rapid innovation.
Innovation requires us to think differently and forces a mindset shift to break out of the real or perceived barriers such as funding, priorities, resources and or complex processes, and focus on the problem and ideate for quick solutions and delivery. The demand for enhanced digital tools is at an all-time high. Within the Rapid Innovation space, IT and business leads are empowered to partner, pursue and deliver member-focused capabilities in a condensed timeline.
Nationwide will continue to be an industry leader by not just offering a digital experience for our insurance and financial services, but by becoming a digital enterprise who can offer fast, secure and innovative products and services to our members – providing what they need, when they need it most.