Design Sprint

Investigating how to make BSI standards more accessible and actionable for engineers through an intensive ‘Google Ventures’ inspired Design Sprint

Jelf, a leading insurance and employee benefits provider to UK SME’s, wanted to transform their customer servicing. With over 50 offices nationally, they knew that for this initiative to be successful they needed insight and adoption from their teams across the UK.

As a business that still largely operating through personal relationships, there was a clear opportunity for digital to support and strengthen their service offering, so we set to the road to co-create this vision with Jelf employees and clients.

Client engagement

As well as engaging the far reaching Jelf teams, at the heart of our research was the insight from client engagement. We interviewed Jelf clients in each region and involved them in the co-creation workshops with Jelf employees.

This type of collaboration between Jelf and their clients had never been done before and as the sessions unfolded it was immediately obvious how valuable the shared experience was for both parties.

Together we reflected on existing pain points, then in groups we co-created a vision for the future of the Jelf service.

A roadmap for transformation

Our final deliverable was to encompass the service safari findings into an actionable roadmap for Jelf’s digital transformation.

This was built from workshop ideation, system analysis and a collaborative prioritisation mapping, forming a phased approach toward their service vision.