Ryan Gachet, Director of Design at Liberty Mutual Insurance
If Everybody Owns It, Nobody Owns It: Ensure Accountability by Attaching KPIs to Design Thinking
There is often a wave of excitement as companies start embracing Design Thinking throughout their entire organization. Executives, Product Owners, Developers, and Designers are excited about delivering products and services that their customers love. But over time, if teams are not connecting KPIs to the work they’re doing, things can swing back to more familiar, outdated practices. In this talk, Ryan Gachet will share how Liberty Mutual is in the midst of transforming the organization to maintain its focus on modern design practices by “Managing Up” to their KPIs and determining long-term Design ROI.
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About XD Leadership Alliance
The mission of the XD Leadership Alliance is to recognize and connect industry thought leaders in the fields of design, technology, research, product and marketing. As customer experience continues to be the top driver of digital transformation for organizations, experience-driven (XD) businesses are leading the way in increasing market share and delivering greater ROI. The new ideas and collaborative efforts of the XD Leadership Alliance are aimed at keeping us at the forefront of this vital economic initiative.
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