Our Work

Governance Design

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New ways of working to ensure digital platform sustainability

A Fortune 500 company whose subsidiaries provide insurance, investment management, and other financial products and services in multiple countries had a governance problem. They had invested in a strategic platform, but were so overwhelmed with day-to-day operations that its overall vision wasn’t being realized. The experience was stale, and users were looking elsewhere for accurate information. They knew that if they didn’t achieve effective governance, the return on the investment would be lost.

They engaged LDS to provide a framework, practical strategies, and new organizational design recommendations that could help them sustain, measure, and evolve their digital initiatives efficiently and effectively. We formulated and defined a multi-dimensional model for strategic alignment, operational needs, senior leadership involvement, and stakeholder input.

The model delivered value by providing pathways to align the digital property with the business strategy and employer brand, creating and sustaining a cohesive user experience that delivers on organizational goals. Workflow design created accountability to ensure efficient interactions and aligned activities, organizing and directing the flow of requests to appropriate channels. We established clear measures of success, enabling business owners to assess, communicate, and refine performance.

Our recommendations formed the foundation for new ways of working to establish governance practices and collaborate for program success. The work garnered fresh, relevant experiences that are consistent across the platform, helpful and engaging to users, and supportive of business goals.

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