Success Stories

Unlocking potential: How HiveMind partnered with Bupa to transform delivery

The challenge

Bupa, a British multinational health insurance and healthcare company has over 43 million customers worldwide. At the beginning of 2018, in the early stages of a digital transformation, they undertook to bring complexity forward and immediately build a program to replace its decades old, dependency laden, legacy CRM system.

Bupa approached HiveMind requesting support to establish new “Ways of Working'' (WoW) for this pivotal program. An approach suitable to navigate the complex and novel experience of building for a modern digitally connected and demanding customer, whilst safely managing the numerous uncertainties and ambiguous risks of migrating away from the original technology.

The solution

Answering the call for support, we embedded a highly experienced Lean Agile & Change practitioner within the program team to help with facilitation, coaching, mentoring and teaching digital delivery techniques. Beginning with a program delivery diagnostic we were quickly able to baseline competences and confidence of the team. This created a backlog of WoW improvement experiments and a means of measuring outcomes and impact of adopting and adapting the new delivery techniques.

Experiments included a new approach to establishing team roles and responsibilities, planning and prioritisation, and managing risks, dependencies and impediments with visual value stream management practices. The creation of a programme “Obeya” or visualisation room encouraged transparency, trust and collaboration between the delivery team, business stakeholders and product end users. Introduction to new concepts was helped with classroom based learning, immersive experiential simulation games and 12 weeks of on the job coaching and support, while the early stages of the program was delivered.

The result

The value realised from this new approach to digital delivery was validated not only by the ultimate success of the CRM program delivery but by the adoption of these practices by other Bupa teams delivering subsequent programs. Hivemind successfully established an enduring, reusable capability which helped the organisation to learn how to continually improve delivery as it continually delivered. 

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