Human-Centred Design at a Bank
International Bank
The Story
The Challenge
We have embarked on a transformation with the aim to respond more quickly to rapidly evolving customer needs, and enhance business values, increase productivity and improve employee engagement. However we are facing two key challenges: limited information sharing and resistance to change. Our teams are working in location-based silos and We have high-pressure which is resulting in ongoing turnover in staff. Can you help?
Our Approach
Key approaches
- With the client, ADAPTOVATE developed a change program to improve information-sharing and the use of validated information in decision making. We gained and maintained trust with senior execs through regular feedback sessions on progress made.
- ADAPTOVATE directly helped the teams deliver through one-on-one coaching and just-in-time coaching. Together we rethought the flow of work and challenged the status quo using Human Centred Design techniques. We introduced a focus on issues from a customer perspective and created cross-functional teams to increase sharing of information.
- Finally, ADAPTOVATE set up a group to embed new ways of working within the teams and disseminate best practice. Train-the-trainer sessions helped scale knowledge of agile across the organisation.
Outcomes
Results
ADAPTOVATE produced a new operating model that engaged with the flow of information based on data. This new operating model was tested to ensure it worked in a new faster-paced agile environment.
Through the initiative, ADAPTOVATE were able gain trust and create a shift in mindset, both overcoming the established resistance to agile and establishing a new way of working. This led to the breaking down of the location-based silos, fostering a collaborative and transparent environment between functions and locations.
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