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Session Code: BRE0683
Presenter(s): Erin
Company(s): Optum
Abstract:
Learn about a revolutionary approach to vendor selection and proof of concept in this session. Optum, the fast-growing part of UnitedHealth Group, was on a mission to simplify the desktop experience for customer service agents that would empower them in serving constituents with empathy. The Optum Test Kitchen orchestrated a bake-off in which two pre-qualified enterprise partners teamed up with agents to compete in co-designing the solution.
ServiceNow rose to the challenge by embodying the key principles of the bake-off:
- Use human-centered design
- Demonstrate agile development
- Deliver eight predefined, defect-free features
- Be innovative and independent
- Align with Optum’s vendor and technology strategy
- Prove usability via live agent testing
The results spoke for themselves, positioning ServiceNow as the clear choice based on methodology, business value, user experience, and strategic alignment. Optum executives endorsed ServiceNow as the delivery platform, mandated the continued use of the Test Kitchen for its deployment, and funded the enterprise engagement layer capability.
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