October 2015

FastStart Consumer Experience Lab“Scrappy Not Crappy”

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Introduction

Big YIllustrate the implementation of FastStart at Humana – Demonstrating key learnings and tactical implementation.

Learning Objectives How we got started What Humana is doing and how it uses Agile/Scrum in a non-software

development environment in combination with Lean Startup, Design Thinking and Lean Six Sigma

How Humana thought leaders won executive buy-in and sponsorship for this initiative

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Our Journey….

Cast Vision & Learn from the Wheel Makers

SEF IDEA Jam Leader Commitment

Recruiting, Training & Launch

Q1 2015Q4 2014Q3 2014Q2/3 2014

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Self Discovery

Lean Startup + Design Thinking + Lean Six Sigma + Agile

aka FastStart

We learned from the wheel makers. Ultimately concluding that an out of the box solution wasn’t going to fit.

Ah ha! We took the best practices of several methods and made it our own.

Challenge convention to simplify and personalize the experience DEC

SEF

Insights Driven

Service CRM

Service Experience of the Future: VisionHumana’s Service Experience is so awesome that consumers could never imagine using another health & wellness partner

Based on design thinking, lean startup, agile and six sigma methods, FastStart is a customer-centered way of working that dramatically accelerates the speed and quality of new idea, product or experience.

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Business Culture Shift

o Design without the customero Serving the projecto Assuming we are righto Protecting and preservingo Voice of the “Boss”o Long lead timeso Controlo Fearo Statistically Significanto Large Teams & Committeeso Lots of reviewso Highly structuredo Big Betso Seriouso Think right

From… To…

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What’s a Jolt?

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How we work

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Culture of the FastStart Lab

o Shared Visiono Genuine Trusto Own the Outcomeso Protect and

Preserve the relationship

o Best of the Besto Emotional

Intelligenceo Embrace Ambiguity

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Turning Consumer Learnings into Scaled Products

Need identified to replace traditional project management with a solution that allowed for: establishing and reporting a velocity metric, breaking down work into deliverable increments, and protecting priority.

Agile/Scrum JUNE 2015

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Agile/Scrum in Non-Software Development

• StuffExperience

Experience Owner

Scrum Team

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Closing

• Support from the top• Executive FastStart “boot camp”• Management Operating Committee

(MOC) – APR 2015• Perfect Experience Summits – MAY 2015 • Board Presentation – OCT 2015