To date, the most talked about social innovations are arguably social media platforms like Facebook and MySpace. But many of us forget that companies have social cultures too, each with their hierarchies and headaches, as well as their corresponding needs for interaction. Philips Design has recently helped executives at a North American health insurance firm identify and address staff needs in order to facilitate significant business change.
When Blue Cross and Blue Shield of North Carolina (BCBSNC) decided to implement a $70 million IT and infrastructure overhaul, they recognized that the roll-out of the change through the typical corporate channels of email, posters and training was not creating the high level of success they had anticipated.
To help the company reconnect with its staff, raise awareness and accelerate employee adoption of the change, the Philips Design team set about researching employees across the various business departments. After in-depth interviews, shadowing the staff and workshops, the design team defined employee needs, values, goals, motivations and attitudes.
Philips Design then used this input to create a tool called the Change Adoption Framework that BCBSNC can refer to in the months and years to come. The framework provides a coordinated set of solutions, as well as ways to evaluate the degree to which the solutions meet or exceed employee needs. To date, the change is going well. According to reports from the company, other business departments are now looking to use the informed change adoption framework with their teams.
+ Find out more about the Blue Cross Blue Shield project
| 
