Co-Designing a Service Systems Workflow

A Fortune 100 insurance company was seeking to stay ahead of the technology curve and bring multiple groups of stakeholders  (e.g. claims adjusters, business analysts, and UX designers) together to generate ideas for an ideal future. Stratos designed an innovation workshop to identify new opportunities that empower frontline associates with emerging technology. The systems concepts that everyone designed would help to better serve customers during the claims experience.


  • Created vision and a template for the client to hold multi-stakeholder innovation workshops
  • Generated four powerful tech integration concepts based on what was helpful for the end-user but also beneficial to the business
  • Brought inter-departmental alignment and decision making to a faster pace

“The Claims team has been really impressed with this work and has been sharing it all throughtout the IT organization.”

– User Experience Director