The Independence Blue Cross

Innovation Challenge to Improve New Member Retention

The Greater Philadelphia YMCA Association Office reached out to Independence’s Innovation team to lead a full challenge to generate ideas around ways they could better retain new members. We used our entire suite of design tools with a group of nearly 40 high-performing YMCA employees from across 17 locations. Over the course of four weeks, consisting of four in-person half to full-day sessions, the Innovation team led the group through the design process. The group used scoping tools to understand the details and depth of the problem they were charged with solving. They also learned how to gather insight around their problem, generated lots of ideas through the use of multiple tools that support expansive thinking, and practiced reductive thinking to highlight their best idea. Finally, they learned the art of storytelling and effectively pitched their top ideas to executive leadership. Following the challenge, the Association piloted their top idea in two YMCA branches. Since the completion of the pilot, this idea is now being implemented in all 17 locations.

Idea Session Around How PGW Can Be a Better Corporate Citizen to Improve Their Reputation and Increase Customer Satisfaction

Around 25 people from multiple areas of PGW attended a one-and-a-half day session to come up with ways the company can improve their reputation in the community. Participants completed scoping exercises with PGW’s Director of Community Affairs to understand what they are currently doing and what would be within scope for future projects. They then used tools to examine what other companies are doing for this purpose. Finally, in small groups, the session participants came up with lots of ideas to address this challenge. Out of this session came a program called PG Works and Plays, a volunteer program in the community in which volunteers wear PGW-branded clothes. Another outcome of this session is that PGW is now piloting Paid Volunteer Time.

Idea Session With the School District Wellness Committee to Develop a Wellness Plan For Next Year

Representatives from district schools and local community organizations came together to craft a wellness strategy for the following year. First, group members individually came up with many high-level ideas. Then, they grouped similar ideas and built out each cluster to a full-blown idea with details on how, when, why, and where their idea could work. Finally, they prioritized their ideas and identified easy versus heavy lifts. After talking with stakeholders, the Committee decided to implement two ideas in year one — a social media campaign around healthy living and a full day, district-wide wellness fair.

Idea Session To Design a Dedicated Teen Space at The Fumo Family Library in South Philadelphia

The Independence Innovation Team facilitated a half-day session for the branch manager and nearly 20 teens from local schools to come up with ideas around how this space could be utilized and what it would look like for the students who would use this corner. First, the group learned how to think more expansively and flip any assumptions they were making about what the space should or had to look like. Then, through a post-it exercise, the students individually envisioned their new space and captured how they want to feel and what they want to do in that area. They also researched how color and design influence a space. Finally, with top tips from the Innovation team, the students processed that stimulus, sketched their ideal Teen Corner with detailed design and color, and presented their ideas to library staff.