Accidental Innovation The 5 Week Sprint Model Kerry Matheson – Head of Member Journeys Catherine Gleeson – Head of Human Centered Design 

Welcome to Accidental Innovation What we did How we did it And what we learnt from it 

Focus on 5 Vulnerable Member groups Focus on technique & tangible outcomes What we did | focus areas 

9.00 – 10.00am Intro purpose and icebreaker 10.00 – 11.00am Personas & Empathy Mapping 11.15am – 12.15pm Problems & Opportunities 1.00 – 2.00pm Ideate & refine 2.00 – 2.30pm Present & Vote What we were going to do in a single day… 

Empathise Define Ideate Sketch Showcase Implement Week 1 Week 2 Week 3 Week 4 Week 5 Ongoing How we did it 

Reflection > Empathy Week 1 | Empathy Mapping Week 1 | Empathy Mapping 

And then the Magic started to happen. 

Reflection 

In one week, people had shared over 50 articles… Reflection | What people shared Week 2 | Define 

Reflection > Communities Reflection | Communities Week 2 | Define 

Reflection | Innovation Week 3 | Ideation 

Reflection | Vivid Service Model Week 4 | Sketch 

Reflection | Vivid Service Model Week 5 | Showcase 

90% of the information transmitted to our brains is visual 10% text cat, dog, building, baby, truck, cloud, picture, mouse, shoe, sun, cup of tea, grapes, apple, tree, bread, camera, leaf, flower, compass, ship, tv, car, t-shirt, sock, cheese, sign, door, pencil, poem, slide, crowd, unfortunate, trouser, shiver, enfix, bomber, hardship, excavation 60,000 times faster than text Our brains process visual info The power of visual thinking… 80% seen and done After three days we retain 65% visual 10-20% written We remember 

Reflection | Process Improvement 

“Understanding the members needs helps us improve and achieve goals as company” “Even after this is finished, I’d love to keep focusing on these members” “I’ve really enjoyed having the time and opportunity to really think about some issues” What the participants said 

Empathy Communities Innovation Process Improvement Vivid Service Model Deeper connection with our members Relationships among our teams Strong foundations for innovation Clear service offering Optimised facilitation and workshops Reflection | Accidental Innovation 

Our Reflection • Creating deeper empathy • Building relationships • Pivoting to better outcomes Innovation is not a linear process Don’t underestimate the power of time in: 

Lisa, Rest Member 

For more information please contact: [email protected] [email protected] This presentation was current on 1st August 2022. Retail Employees Superannuation Pty Limited ABN 39 001 987 739, trustee of Retail Employees Superannuation Trust ABN 62 653 671 394. This document may contain general advice which has been prepared without taking account of your objectives, financial situation or needs. Before acting on the information or deciding whether to acquire or hold a product, consider its appropriateness and the relevant Product Disclosure Statement and Target Market Determination which are available at rest.com.au/pds.Rest has no relationships that might influence our advice to you. Rest does not pay or receive commissions.