Soni Meckam and Geeta Wilson Presentation AgileCamp Dallas 2015

1. October 2015
FastStart Consumer
Experience Lab
“Scrappy Not Crappy”

2. 2
Introduction
Big Y
Illustrate 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

3. 3
Our Journey….
Cast Vision &
Learn from the
Wheel Makers
SEF IDEA Jam
Leader
Commitment
Recruiting,
Training & Launch
Q1 2015Q4 2014Q3 2014Q2/3 2014

4. 4
Self Discovery
Lean Startup + Design Thinking + Lean Six Sigma + Agile
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.

5. Challenge convention to simplify and personalize the experience
DEC
SEF
Insights
Driven
Service
CRM
Service Experience of the Future: Vision
Humana’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.

6. 6
Business Culture Shift
o Design without the customer
o Serving the project
o Assuming we are right
o Protecting and preserving
o Voice of the “Boss”
o Long lead times
o Control
o Fear
o Statistically Significant
o Large Teams & Committees
o Lots of reviews
o Highly structured
o Big Bets
o Serious
o Think right
From… To…

7. 7
What’s a Jolt?

8. 8
How we work

9. 9
Culture of the FastStart Lab
o Shared Vision
o Genuine Trust
o Own the Outcomes
o Protect and
Preserve the
relationship
o Best of the Best
o Emotional
Intelligence
o Embrace Ambiguity

10. 10
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

11. 11
Agile/Scrum in Non-Software Development
• Stuff
Experience
Experience Owner
Scrum Team

12. 12
Closing
• Support from the top
• Executive FastStart “boot camp”
• Management Operating Committee
(MOC) – APR 2015
• Perfect Experience Summits – MAY 2015
• Board Presentation – OCT 2015