“My team have said this is the best week’s work they’ve ever done.”

The Client

Manulife Financial provides insurance and investment solutions for individuals and organizations globally. Their Vietnam business is one of the fastest growing globally and they want to transition quickly to a digitally enabled sales platform for Agents and Brokers.

The Challenge

In May 2017, Manulife Asia Pacific embarked on developing a new online and mobile device sales platform for insurance. The intent is to roll this platform out across South Asia in the coming years, with the initial country being Vietnam.

In order to kick off the project, a new way of engaging the Regional and Local Stakeholders, the local business team and the regional IT SMEs was necessary to ensure all the considerations were laid out and the most important activities were prioritised. Simultaneous to developing the platform in line with local priorities, new ways of Agile working were deployed so that the project team could immediately enter sprints and begin to deliver the product.

The Solution

BiG were asked to design a two week process where:

  • In week 1 all the relevant technology stakeholders were able to shape an approach for delivery. This included expertise from eBusiness, core admin, infrastructure, data and mobile, plus external partners from a UX and design perspective.
  • In week 2, 5 days of business engagement workshops involved prioritisation with Business stakeholders (including the Country Directors) and key sme’s from the business including agents, distribution, operations, local and regional IT and support functions such as finance legal and compliance.
  • All of the requirements were captured and prioritised and a schedule was developed based on the prioritised need with a supporting outline sprint plan.
  • Simultaneously, UX design was undertaken to cover issues such as general usability, devices, and customer illustrations.
  • A team was established to take the project forward immediately with Sprint 0 beginning immediately after the business engagement workshops (the week following).

The project moved to having a Proof of Concept deployed to a limited number of agents internally by September 2017.


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