We began the collaboration by demonstrating a proof of concept project using new product development techniques. In a blended team where people from IT, Lighting Beetle* and other departments cooperated, we developed a brand new service Parental guide utilizing dual-track agile and design thinking techniques. Upon success, we continued rebuilding other digital channels within the organization to further spread new techniques. This included their corporate website, patient digital care, doctor digital care, mobile app, and the intranet.

Once we'd proved that the suggested approach to product management worked, the team met with the board to establish a customer experience vision. This acted as strategic material to further navigate CX initiatives. The governance stream helped introduce the OKR framework, roadmap management, and capacity management.

The transformation influenced the organization in its entirety. People from the front lines were trained the new customer-centric skills. Seminars, and book clubs were organized and CX playbooks were created to further spread the CX vision. We've also helped to develop new capacities either by training existing staff or by helping to hire from the external environment. A training academy was established to develop CX and product-specific skills.

As the impact of the CX team grew, DesignOps and ResearchOps teams were established totalling 11 team members. To speed up the knowledge transfer, half of the team was staffed with Lighting Beetle* experts. The team not only orchestrated design and research initiatives, but also helped validate incoming project initiatives to prioritize project efforts. This saved the company 100 000 € on irrelevant initiatives. The team also developed the design system, introduced the quality assurance process, provided ad hoc capabilities, and owned the company's master customer journeys.