Summary
Changing orgs and structures seem to be happening all the time. How does DesignOps respond to the need to change how we work? In a case study of change management at Cigna / Evernorth Health, Amy Evans will walk through a use case of a new self-service operating model. From the beginning, Amy will share how they started change discussions, brainstormed on new models and launched a pilot process. She will also dive a little deeper into tactics that helped the team succeed in innovating the way the teams worked together.
Key Insights
-
•
Almost half of all change initiatives fail, indicating the need for better strategies.
-
•
Change is often messy and requires a willingness to fail and learn.
-
•
A self-service model can empower teams and improve workflow efficiency.
-
•
Understanding where to invest time is crucial for prioritizing projects.
-
•
Collaboration and workshops are essential in identifying effective change strategies.
-
•
Risk controls must be implemented to manage changes effectively.
-
•
Measurement and documentation help in assessing the success of new models.
-
•
Pilot programs can provide valuable feedback and foster advocacy within the organization.
-
•
Change should be viewed as an iterative process rather than a one-time event.
-
•
Leverage early success to drive broader change throughout the organization.
Notable Quotes
"Change is messy and can be uncomfortable, much like baking bread."
"Imagine if you could change the status quo by asking, what if?"
"Self-service empowerment allowed other departments to manage designs effectively."
"We redirected 62% of ad hoc requests to our self-service platform."
"Our capacity increased significantly while generating millions in revenue."
"Stakeholders appreciated the strong level of governance we provided with self-service."
"Effective change requires piloting with engaged participants to enhance ownership."
"Iteration is key; change never truly ends, so continuously improve your process."
"If you want your change to spread, start with a small success and build from there."
More Videos
"You have not lost your rights, you don't lose your humanity."
Sahibzada MayedThe Politics of Radical Research: A Manifesto
March 27, 2023
"The act of developing a diagnosis generates trust and authority."
Dave HoraAdvice for Establishing Research
December 8, 2022
"Deliver small complete sections to get feedback sooner rather than waiting for a finished product."
Gabrielle VerderberDocumentation Your Team Will Actually Use
October 3, 2023
"Designing is about augmenting intelligence, not replacing it."
Raven VealDark Metrics: Illuminating the Negative Impact of Digital Health Design
March 12, 2021
"Delivery is a must. There's no failure, it's not an option."
Gretchen AndersonScaling the Human Center
June 8, 2017
"Every time content design gets involved early, the quality and efficiency of the team improves significantly."
Craig Brookes Andreas Huebner Morgan Quinn"Just Make it Look Good" and Other Ways We're Misunderstood
June 11, 2021
"The challenges local government faced were often born out of national policy."
Sarah AuslanderIncremental Steps to Drive Radical Innovation in Policy Design
November 18, 2022
"With AI tools, we can innovate on innovation."
Joe Meersman Pooria SohiUse AI to Drive Outcomes that Go Beyond the Design Sprint
September 25, 2024
"The disconnect is real: understanding inclusivity is easier than doing inclusivity."
Saara Kamppari-MillerInclusive Design is DesignOps
September 29, 2021
