My Innovation Journey

Are you innovative? Does this fit your persona?

I manage a great team at Hastings Mutual Insurance and I am looking for someone that has a true passion for web development. Does this fit your persona? If so, contact me ASAP at rpeel@hastingsmutual.com

I need someone who likes to attend .NET user group meetings and enjoys reading about and staying up to date on the latest development methods. I need someone who can look at a web page that another company has developed and be able to figure how it was developed and have a drive to want to make something better than that. I also need someone that will listen to users and code to specifications but also isn’t afraid to suggest something that is new. I need someone who is creative and innovative and likes to be first in the marketplace. I need someone who is versatile and can give me examples of how they developed the code for both an application (back end) AND a user interface (front end) for the same project. I need someone who knows what a user story is and why they are important to web development. I need someone who has attended a conference like Code Mash because they wanted to and not because they were told to go. I need someone who is likes to have fun at work and browses book stores just to see what new technology they can read about. I need someone who is enthusiastic about listening to users but can also “bring” technology to them through quick yet well thought out verbal communication. I need someone who is very eager and wants to learn how to code in the latest technologies such as Silverlight and HTML5. I need someone who wants to work in an environment where challenges abound and your opinions are heard.

 

Innovation Games® Visual Collaboration Script for Facilitators

I recently facilitated an Innovation Game® to gain some fresh insight into a question that my company is always seeking an answer to.  How do people value (or not value) working with direct writers vs. independent agents when they buy insurance.  For being the first time that I ever facilitated a visual collaboration game, I thought it went really well. 

If there is one bit of advice I would share with other Innovation Games® enthusiasts when they're preparing for a visual collaboration game, it's that they should definitely prepare a script for themselves that they can copy/paste into the chat window when they're facilitating the game.  I had a script prepared ahead of time and it really came in handy.  I allowed me to keep the flow of the conversation going as if I were up in front of the group at an in-person event with all the participants eyes on me. 

Here's the script I used for my game.  I am writing this blog entry with a somewhat fuzzy memory (the game was several weeks ago) so if I scabbed one or two lines from a game that I participated with another facilitator, please forgive me (I was grabbing lines that I thought made points clear).  At any rate, feel free to use this and tweak it for your needs.  If you have any thoughts on how to improve scripts in general, give a shout out in the Innovation Games® forum.

Download the text file of the script I used

SCRIPT

Direct Writers vs. Independent Agents
====================================
Thanks for coming everybody.  I appreciate your time today and I hope you enjoy the experience. 

Well, let's get started.

I work for an property and casualty insurance company (not life or health) and I want to better understand some things going on when you buy insurance.  I need your help.

When the game starts, you'll see an image identifying three separate zones.

1.  When you are thinking about buying insurance (for whatever reason, e.g. prices went up, unhappy w/ claim result, etc.)

2.  When you are shopping for insurance

3.  When you already have insurance and plan to stay with your current insurance agent/company.

For the purposes of this game, you can consider buying personal lines insurance (i.e. Homeowners, Boat, Motorcycle, Auto, etc.) or commercial lines insurance (i.e. Liability, Fire, Businessowners, Workers Comp, etc.).

I'm going to assume everyone can relate to personal lines insurance.  If you can't relate to commercial lines don't feel like you've got to comment on it.

What I want you to think about is when you buy insurance, what things about the experience adds/subtracts from the VALUE that a direct writer (like Progressive or Geico) versus an independent agents brings to the table.

When you see the image, take a minute or two to examine it.  If there's something you don't understand, ask the question in the chat window. 

There will be smiley faces and frown faces in the upper-left corner.  For things that ADD to the value, use a smiley.  For things that SUBTRACT, use a frown. 

Ok, I'm going to start the game.  Your screen will automatically switch to a new look.  See you inside.


Other Helpful Script Items
====================================

Since everyone shares the same set of apples, you will need to collaborate with your fellow players.

You’ll find that the tree has some initial apples to help get you started. You can move these around to where you like them.

You can even delete them by moving them off the game board.
       
To give you feedback on where the apples are placed, we have created some layers and regions.

These are initially hidden, but you can see the layers and regions by clicking on the layers and regions tab in the upper right during the game. 

My job is to answer your questions during the game and help move things along.

We’ll start as soon as more participants arrive.
       
If you have questions on how to play the game please review the information at https://innovationgames.com/content/docs/HowToPlayPTPT.

Direct Writers vs. Independent Agents

Scenario

As a carrier that does business with over 900 independent agents in six Midwestern states, my company is very interested in anything that adds value to the independent agent model.

To understand what people see as the advantage (as well as what they see are disadvantages) to working with independent agents, I planned a visual collaboration event using the Innovation Games® platform.  I wanted to explore their thoughts and gain fresh insight into the value of the independent agent versus the direct writer.  The game was played by four people and facilitated entirely online.

Creating this visual collaboration event involved the following steps:

1. Defining the specific question/problem that needed to be understood. 
2. Constructing a custom image that supported understanding of the questions and that would form the backdrop for the visual collaboration
3. Uploading the custom image and setting up the game details at www.InnovationGames.com
4. Facilitating the game
5. Processing the results of the game (i.e. what will I do with the results?)

What Question/Problem Needed to Be Understood?

At various stages in the relationship between a policyholder and their agent or carrier, I want to better understand what the value of independent agents are (that represent multiple carriers) versus direct writers (e.g. Progressive, Geico, etc.)  I came up with three different stages that a policyholder might be in during their relationship with their respective agent or carrier.

1. Thinking of Shopping for Insurance
2. Actively Shopping
3. Staying with Current Insurance Agent or Carrier

Constructing an Image

I have a tablet PC and it comes loaded with Microsoft Windows Journal software.  I could have created the image using that but I chose to use PowerPoint because of the ease of creating and resizing shapes.  I can also easily paste in images from the web into PowerPoint to enhance the look of the graphic.  There’s also a fantastic program called Snag-It that I used frequently to capture parts of my screen to enhance visual communication.

Here’s the image I created.  This is my visual collaboration “blank slate” and it would be the foundation for the visual collaboration event that players would eventually interact with by placing informational "items" on top of it.  The blue rounded rectangles represent the three different stages.  The left column is for direct writers and the right column is for independent agents. The arrows at the bottom represent the degree of value of the items to be placed by the players.

 

Uploading the Image and Setting up the Game

On June 18, 2010, I facilitated the game.  I was the Innovation Games® Featured Facilitator on that day so a few days ahead of that date I logged in to www.InnovationGames.com and set up my game.

The system walked me through configuring my game and uploading the custom image. 

 

Facilitation of the Game

On the day of the game, I clicked on the link to go to the game “lobby”.  I was the first one to log in so all I had to do was wait for the players to show up.  Days earlier, the game was advertised on LinkedIn, Twitter, and other social networking sites so all the players I was expecting to come were already signed up and had received notification along with the URL to go to on game day.  As time got closer to the official start of the game, I saw those individuals start to show up in the lobby.  The Innovation Games site is programmed so that you don’t have to refresh your screen.  Their names would appear and they would often say hello in the chat window.  The experience of using the interface is kind of like waiting for someone in a hotel lobby and then when you see them; you walk up to say hello and greet them with a handshake.  The only difference here is that you greet them with a “Hello” in the chat box instead.  (I am excited to see how collaboration technology improves and to see how the programming staff at InnovationGames.com will deliver more functionality.)

Players showed up a few minutes before the game was scheduled to start but before I clicked the button to start the game, there was idle chatting going on amongst the players in the lobby like, “Where are you from?” or “Did you hear that on the news?”  When the time was right, I interrupted their chatting and prepped the players with some information contained in some short snippets of text that I prepared ahead of time that I could just paste into the chat window.  To me, it was kind of like when you have a group of people in a hotel lobby and you have something interesting to say.  If you have a captive audience, the people will all get quiet and listen to what you have to say.  In this case, the players were very polite and stopped their personal chat conversations in the lobby and "listened".  They just read the information that I (as the facilitator) submitted into the chat window every few seconds.  I thought through what I wanted to say ahead of time.  I planned for this as if I were going to speak to a small group of people in a hotel lobby.  It worked pretty well and I’d recommend it to any game facilitator.

Once the game “prep” was over and everyone was ready to start, I clicked the button to start the game.  The screen switched from the game lobby to the screen that showed the image I created.  The players expected this because I told them it was going to happen.  In the beginning, people asked a couple of questions about the image I uploaded.  I was able to answer them pretty easily using chat.  The thought and planning I put into the image ahead of time definitely paid off though because there weren’t many questions.  The image was definitely designed around the problem and not the other way around.  This is a key part of the success of any game. The game lasted for about 45 minutes and there was lively discussion on my topic. 

To summarize the experience, I think I was able to effectively facilitate within the Innovation Games® online framework.  For the most part, I didn’t feel constrained by the system and I think the experience everyone had was pretty good.  I got some experience facilitating and I definitely had a mental breakthrough with visual collaboration.  The best part is that I can totally see how the more I do this, the more great insights I may stumble onto for understanding my specific problems.  I can’t wait to facilitate my next game!

Processing the Results

Here are the results of the game I played.  The image (with all the smiles and frowns) was the “visual” result of the game. In the minds of the players, the smiles and frowns represent the advantages and disadvantages of working with direct writers and independent agents.  As you go further out from the center, a greater degree of advantage or disadvantage is identified.

Even though the game is over, I can go back and view this image for further analysis.  By holding my mouse over the smile or frown I can see the complete text of what the player typed in describing the item they placed.

I haven’t finished my analysis of the results yet but here are some of the key points entered during game play.

• Agents generally insist on face to face meetings (players do not like).
• Agents give you a choice of companies (they like this) while direct writers don’t (they don't like this).
  
• It’s very labor intensive to make changes to their policies with independent agents (don’t like).  With direct writers, it is generally a lot easier and people are able to make changes to their policy online (like).
• People don’t know anyone at the direct writer company (don’t like) and they value the relationship they have with an independent agent (like).

The other part of the result that I got with the game is this Excel spreadsheet that I exported from the InnovationGames.com site.  It contains a complete history of the game play including an entire chat log.  The spreadsheet makes it very easy to sort and filter.

Experience and Follow Up

As a corporate innovator, I gained experience in facilitating the games.  I plan to show these results to my marketing manager to get his input on how we can continue to use this in our organization.  Facilitating a game is not difficult but does require some planning and thought.  You get out of it what you put into it.  I am convinced that if I facilitate enough of these games and get the right people in the room to analyze the results, it will yield a “golden nugget” of information that will give us a deeper understanding of an issue or that we can choose to use to differentiate ourselves in the marketplace.

I recommend Innovation Games® to anyone looking for a way to bring a differentiating factor to their organization.