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Leveraging insights to shape
strategic direction at UniSuper
Kate Hardgrave,
Design Research Lead
Finding the
sweet spot
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1 in 10 Australians have heard of UniSuper
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$90 billion in funds
under management
One of Australia’s
largest super funds:
over 450,000
members
Semi-closed to
higher education &
research sector
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What
capabilities
are needed to
enable us to
grow & scale?
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What problems
currently exist?
What should our
target state be?
What do we need
to fill the gap?
What
capabilities
are needed to
enable us to
grow & scale?
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An enterprise-wide project
To provide greater retirement
outcomes
To be the best value superannuation
fund in Australia
SUSTAIN
Great Value
Excellent Service
Good Governance
IMPROVE
Simplification
Enhancement
One Team
BE READY
Monitor and Act
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Designing
things
right
Designing
the right
things
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Current State Target State
Research Synthesis Ideate Iterate
Inform
enterprise
initiative
development
Identify
problems
to solve for
Set up
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How do they fit together?
What about the experience of
the business?
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Current-state discovery workshops
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Shwartz theory
of basic human
values
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We arrived at
6 problem
spaces
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PRODUCT
CONFIGURATION
ENGAGEMENT
DATA INFORMED
ENGAGEMENT
KNOWLEDGE
GAPS
SINGLE
VIEW OF
CUSTOMER
COLLECTION
DATA
USE
EXPERIENCE
CHANNEL
OF CHOICE
SELF
SERVE
INCLUSIVE
SERVICE
WORKFLOW
SYSTEMS
PROCESS DESIGN
& MANAGEMENT
BUSINESS AREA
ACCOUNTABILITY
RESOURCES
PRIORITISATION
EXTERNAL
(COMPLIANCE & 3RD PARTIES)
PERFORMANCE
& FEATURES
CONSUMPTION
(INFLOW OF INFORMATION)
PRESENTATION
(OUTFLOW OF INFORMATION)
DISCONNECTION
DATA
SYNCRONIZSED
ENGAGEMENT
Problem
Spaces
COLLABORATION
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Customer Enablement
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Desirability
Feasibility
Viability
Customer
Enablement Tech
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Desirability
Feasibility
(this came later)
Viability
Customer
Enablement Tech
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Note to self:
Eat your own cake!
Expand the empathy. Break the silos - collaborate.
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Current State Target State
Research Synthesis Ideate Iterate
Inform
enterprise
initiative
development
Identify
problems
to solve for
Set up
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Target
Customer
Experience
Blueprint
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Bringing it to life through journey maps
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Where to from
here? Problem areas identified
Target state experiences co-designed
Target CX Blueprint embedded
Initiatives & sponsors identified
…prioritisation and delivery?
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