Agile Business Design at a Bank
Australian Consumer Wealth Organisation
The Story
The Challenge
We are a wealth organization that needs application approvals in a key product to increase by 2% in the next 12 months. While we have previously implemented a business- and process-driven approach, we focused less on the consumer. Now we want to develop our product team — who are new to Agile ways of working — into a lighthouse team for the rest of the business, to deliver customer value quickly.
Our Approach
In collaboration with the bank, ADAPTOVATE established new ways of working and a new culture that delivered on their targets and found efficiencies in doing so:
- Built an end-to-end Customer Journey Map mapped to the business processes to determine pain points and opportunities
- Determined the main objective with key results (OKRs) — tracked monthly with leading and lagging indicators and reviewed quarterly — to ensure changes made a positive difference
- Conducted a one-week Design Sprint to quickly align the team on the objectives, frame the problem and prototype solutions to be tested and developed further
- Transitioned the team to remote working by introducing online collaboration tools (Miro and Menti) to run Agile ceremonies and workshops, plus a best-practices playbook
- Conducted tailored Agile training and coaching based on the squad's agile maturity to embed Agile principles and mindset
Outcomes
ADAPTOVATE established new agile ways of working and a customer-centric culture that delivered on the product’s acquisition targets and found efficiencies along the way — turning a team new to Agile into a lighthouse for the rest of the business.
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