Agile Transformation in the Insurance Industry: How Lilab Drove Process Improvement and Organizational Culture

Introduction:

A major insurance company in Peru, a subsidiary of a leading foreign insurer, faced significant challenges due to its reliance on the headquarters for decision-making and technological solutions. This dependence slowed the company’s ability to respond swiftly to local market needs and optimize internal processes.

To overcome these barriers and strengthen its organizational culture, the company decided to partner with Lilab to implement agile methodologies that would transform the way teamwork, decision-making, and user-centered solutions were managed.

The Challenge:

The main challenge for the insurance company was its dependence on the foreign headquarters, where most of the developers responsible for managing a crucial platform for operations were based. This reliance caused significant delays in implementing solutions, as user needs often got lost in translation through emails and documents.

The lack of clear communication led to multiple back-and-forths between teams, negatively impacting delivery times and overloading the workflow, affecting both internal processes and the customer experience.

Lilab's Solution:

Lilab addressed this challenge with an agile methodology-based approach. The strategy involved forming a team of agile coaches who worked directly with the insurance company to train Product Owners (PO) and other key roles in the organization. The training process focused on enhancing the understanding of the Product Owner’s strategic role, improving skills for identifying and documenting needs through User Stories, and applying effective prioritization techniques.

Additionally, future training sessions were planned for Scrum Masters, ensuring that all change agents were aligned with the new agile culture.

The Implementation Process:

Implementation was carried out through an integrated approach that combined in-person and virtual workshops, individualized coaching sessions, and personalized support materials. During these sessions, Product Owners were trained to use agile tools and techniques, enabling them to identify user needs and communicate them clearly and effectively to the development teams abroad.

Training included the practical application of this knowledge in real projects, facilitating a faster and more effective adoption of the new methodologies within the company.

Results and Benefits:

Thanks to Lilab’s intervention, Product Owners can now interpret and document user needs more accurately, significantly improving communication with the development teams abroad. This improvement has reduced implementation times and lightened the workflow.

Moreover, strengthening the agile culture within the organization has laid the groundwork for future continuous improvement projects, including the training of Scrum Masters, who will lead the change in other key areas of the company.

Conclusion:

The collaboration between the insurance company and Lilab is a clear example of how the adoption of agile methodologies can overcome organizational barriers and improve both operational efficiency and corporate culture. By training Product Owners and preparing the organization for an agile transformation, Lilab helped this company optimize its processes and better position itself in Peru’s competitive insurance market.

If your company is facing similar challenges, Lilab is ready to help you implement agile solutions that drive growth and operational efficiency.