Take a domain-wide approach
Strategic Roadmap
Talent
Teams worked toward gains in effectiveness, efficiency, customer experience and employee experience—all at the same time. By taking a system-wide approach, Aviva found that found that improvements in one area enabled improvements elsewhere in the function.
Resist the urge to tackle the transformation on a use case-by-use case basis. Significant impact and better ROI can only be achieved by transforming an entire domain, from the core technology to how employees approach the work.
LESSONS LEARNED
The job isn’t done until there is measurable impact
Adoption and Scaling
Make the end users co-designers
Agile Operating Model
Aviva brought the claims teams into the design process from the outset, constantly probing to understand exactly what their needs were and how to fulfill them. Translators helped ensure that technologists accurately understood the needs of the claims teams. The claims professionals felt full ownership, even before the tools were delivered.
The engineers didn’t just build the AI solutions. They also built an impact measurement framework with 50+ KPIs, which enabled them to track performance outcomes across the entire claims organization.
Aim for improvement in all dimensions