search.noResults

search.searching

dataCollection.invalidEmail
note.createNoteMessage

search.noResults

search.searching

orderForm.title

orderForm.productCode
orderForm.description
orderForm.quantity
orderForm.itemPrice
orderForm.price
orderForm.totalPrice
orderForm.deliveryDetails.billingAddress
orderForm.deliveryDetails.deliveryAddress
orderForm.noItems
7


INNOVATION


Evolving standards for a digital world


The Knowledge Labs team reimagines BSI products and services for the 21st century in response to changing customer needs


R


esponding to changing customer needs in a digital world demands creative thinking and the time and resources to


devote to it. BSI’s answer to this challenge is the Knowledge Labs team, established at the end of 2017 to investigate innovative ways that standards can work for customers. “We know that digitalization is changing the market we operate in and changing the way customers want to engage with us,” said Christina Jackson, Senior Product Manager (Knowledge Labs). “Knowledge Labs help us to make sure our products and services are maintaining their relevance in an ever- changing digital world.” The team takes ideas for innovative


products and puts them through a very quick, inexpensive and focused process, working


Christina Jackson


in collaboration with the wider business to generate and validate the ideas. They also make sure they are what customers want and are feasible to deliver. The team’s aim is to


formulate solid business


ON YOUR MARKS FOR A ‘DESIGN SPRINT’ CLICK TO READ


cases for new products or change projects as quickly and cost-effectively as possible, giving the business more certainty as it invests in ‘minimum viable products’ (MVPs ) and new service developments. “Typically, we pick up two or three ideas at a time and put them through a four- week process to assess their viability,” said Christina. “We then have a six-week prototype process where we test them out. We are looking at a three-month turnaround for any new idea. Once we’ve proven the value through testing and validation, we can quickly proceed towards making these new products and services available to our customers. “We generally start with the customer and try to identify where their pain points are and where there are opportunities to


alleviate those pain points,” said Christina. “We don’t only think about new technologies, we apply innovative thinking and select the ‘right’ solution, whether that’s enabled by technology, design thinking, service design, or something else. “We also work with our colleagues in the sectors and in sales who are in constant contact with customers and understand what their frustrations are and where their aspirations lie.”


The team also spends a lot of time engaging with stakeholders at external events and discussing opportunities for new products and services with government bodies.


The Knowledge Labs team has set up a Customer Panel to test responses to new products and get feedback. “We’ve got a high level of engagement with them at each stage of the development of a product and it works really well,” said Christina.


A multi- disciplinary working group developed a working prototype of an app within five days using the ‘Design Sprint’ approach (see ‘On your marks for a design sprint’)


CONTENTS


CONTACT THE TEAM


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20