We brought in a number of product engineering squads. We also embedded a capsule Product Delivery team in their digital team to work specifically on the Agent Portal product. This had already been identified as a way to enhance the customer experience as well as enabling agents to serve customers quickly and more efficiently.
The capsule team followed Emergn’s Value, Flow, Quality (VFQ) principles to deliver value early and often. To optimize the flow of work from end to end. And to deliver higher quality outcomes through fast feedback.
To create real and lasting change on a wider scale, we also worked to instill a culture of knowledge sharing and collaboration. In particular, through coaching their own teams and blending the experiences of Emergn and the client’s people. This exchange of knowledge not only aided collaboration on the Agent Portal but also led to the rapid upskilling of their engineers.
Emergn also installed a Leading By Example product owner who was given a senior management role by the client – overseeing change and delivering value in product development.
We not only delivered high-quality microservices, we also helped their digital team continue to implement better-designed microservices by keeping those services simple. We increased the speed at which microservices were delivered as well as improved the quality of delivery. Beyond just managing the delivery and build, we also supported their microservices strategy and continued to help solve problems as they arose.