What is the Innovation Lab?

The Innovation Lab is a dedicated space within Standard Life House, Edinburgh for identifying member challenges, to showcase existing and new propositional developments, and collaborate with clients, advisers, Employee Benefit Consultants (EBCs), pension trustees and other key stakeholders in an immersive way.

The Lab is used to showcase all the exciting things we're working on, with a specialist team on site who run interactive sessions for visitors. It gives an opportunity for guests to immerse themselves in the latest aspects of our digital experience - including member journeys and features of the Standard Life app, as well as investment strategies, our vulnerable customer programme and wider customer service support.

 

Hackathon

A two-day hackathon took place in the Innovation Lab with 30 ‘hackers’ and 18 internal Subject Matter Experts (SMEs) participating.

The hackathon challenge was to use agile processes and a design thinking toolkit to deliver new ideas, big or small, that would make it easier for customers to find out more about their pension, understand the benefits and take action.

Across the five cross-functional teams, 100 ideas were generated, with five prototypes pitched to a judging panel at the end of the two days. All 5 ideas were taken forward, with the winning idea going live to customers inside two weeks of the hackathon.

Using immersive experiences to connect with customers

To reiterate our partnership with Samaritans, an Augmented Reality (AR) campaign has been created to highlight the importance of active listening.

You can watch our video.

The Innovation Lab is also home to a fully immersive Virtual Reality (VR) experience, utilised to bring member calls and our award-winning Vulnerable Customer Programme to life. This VR capability complements an existing suite of technology aimed at highlighting issues of vulnerability, including gloves simulating the experience of arthritis and glasses showing various visual impairments.

 

 

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