OPPORTUNITY
Global, Cross Divisional, Regulated Work
In response to strict new regulatory requirements, business operations and technology leadership delivered a common global solution for the design of new financial products. While technology and operational processes satisfied regulation, unintended workforce behaviors provided a view into new operational opportunities and direction for a better technology platform.
A worker's concern about unintentionally violating ever-evolving regulations meant that employees wanted more eyes on their work. Knowing that the new product pipeline enjoyed a cross-functional process of review meant it was a good spot to place anything that someone wanted others to see, approve or challenge — even if it was not a new product concept. The new product pipeline needed to support more than a regulatory process — it had to support the human need for reassurance, collaboration and consensus.
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INDUSTRY / ORG
Finance
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CAPABILITIES
Design Research, Strategic Design, Resource Management
SOLUTION
Designers immediately set about creating a new product pipeline solution robust enough to support cross-functional new product development within strict regulations, while being smart enough to effectively and efficiently handle almost anything a person placed into it. The new product process and system did not just satisfy regulators, it addressed a workforce and their behaviors, culture and context, supporting their diverse needs.
RESULT
- More than thirteen processes — one for each business unit participating in a new product's development process — were consolidated to one.
- The tendencies and behaviors that came naturally to workers were no longer challenged but incorporated into a smarter business process and platform — the new tool could now handle anything that was placed in it.
- One global platform and process was delivered to the workforce with near-zero training.