BMS INSURANCE: INNOVATION LAB

 

Whilst Design Director at Pancentric Digital, I helped BMS Insurance found the BMS Innovation Lab. My team and I ran training workshops for staff in creative idea generation using Design Thinking techniques. Our first workshop resulted in several new service design concepts which BMS are currently developing further.

  • Product /service - Training programme for insurance firm staff learning creative methods, focused on service design outputs.

  • Project - Introductory workshop for 20 insurance brokers, using Design Thinking techniques to co-create new service concepts.

  • Duration - 3 hour workshop, 3 days to illustrate and report.

  • Team - 3 x designers acting as workshop facilitators.

  • Activities - Workshop planning, facilitation and write-up. Concept story-boarding, illustration and animation.

  • Deliverables - 4 x new service concepts, centred around client needs based on themes of trust, speed, relationships and regulationa.

  • Outcome - Staff begin to use techniques in other projects. Follow-on workshop. 4 x service concepts developed further towards launch.

 

We were asked to help BMS setup an innovation lab to help inspire and facilitate positive change in the insurance industry, The lab aims to deliver both technological solutions and business processes that will create better experiences and outcomes for insurance clients.

Over 3 hours, we introduced 20 interested insurance brokers from BMS to Design Thinking. We considered their clients’ needs, identified opportunities to innovate, and devised new service designs to answer unmet customer needs in a high-energy workshop.

Over 3 hours, we introduced 20 interested insurance brokers from BMS to Design Thinking. We considered their clients’ needs, identified opportunities to innovate, and devised new service designs to answer unmet customer needs in a high-energy workshop.

Participants in small groups, were each given a relevant theme and explored positive and negative feelings around it. This group considered the ups and downs of professional relationships with their clients. One group member with relevant experience then acted as a surrogate customer, and the team completed an Empathy Map to ground them in customer needs.

Participants in small groups, were each given a relevant theme and explored positive and negative feelings around it.
This group considered the ups and downs of professional relationships with their clients. One group member with relevant experience then acted as a surrogate customer, and the team completed an Empathy Map to ground them in customer needs.

The team identified their design brief - an unmet customer need, expressed as a ‘How Might We’ problem statement. They then rapidly generated a wide range of ideas in a fast-paced, creative session, before grouping and discussing the feasibility and potential of possible solutions together.

The team identified their design brief - an unmet customer need, expressed as a ‘How Might We’ problem statement. They then rapidly generated a wide range of ideas in a fast-paced, creative session, before grouping and discussing the feasibility and potential of possible solutions together.

Identifying a customer pain point, this group saw an opportunity to provide more flexible insurance cover for cargo shipping, with insurance that can be adjusted on the fly as ships move around the globe, change destination ports or even transfer ownership. They story-boarded the idea, presented it in an elevator pitch, and scored its customer and business potential.

Identifying a customer pain point, this group saw an opportunity to provide more flexible insurance cover for cargo shipping, with insurance that can be adjusted on the fly as ships move around the globe, change destination ports or even transfer ownership. They story-boarded the idea, presented it in an elevator pitch, and scored its customer and business potential.

After the workshop, the design team illustrated and animated each of the four teams’ concepts, bringing them to life.

After the workshop, the design team illustrated and animated each of the four teams’ concepts, bringing them to life.

We also summarised the ideas and how we arrived at each, ensuring it was clear which customer need each concept answered.

We also summarised the ideas and how we arrived at each, ensuring it was clear which customer need each concept answered.

This concept provided a faster and more convenient way to onboard new clients during face-to-face meetings than is possible today, using mobile or tablet.

This concept provided a faster and more convenient way to onboard new clients during face-to-face meetings than is possible today, using mobile or tablet.

This concept provided a way for BMS brokers to quickly find and contact others within their company who have different industry specialisms.

This concept provided a way for BMS brokers to quickly find and contact others within their company who have different industry specialisms.

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This concept envisaged an internal platform that gave all brokers CRM functions and standard performance metrics to work to.

This concept envisaged an internal platform that gave all brokers CRM functions and standard performance metrics to work to.