With its KAIROS projects, SOKA-BAU initiated a greenfield approach for developing and implementing social fund procedures as part of its digitalization strategy. Services and other core processes have been standardized and completely redesigned, taking customers’ needs into account.
In the KAIROS projects, teams consisting of internal employees from process and organizational management, customer service, and IT worked with external consultants to develop new products and services.
The method chosen for the project was the “Digital Innovation Playbook” from Dark Horse Innovation, an advancement of design thinking and several other approaches.
The playbook was developed specifically for digital innovations and consists of three core modules: EXPLORE, CREATE, EVALUATE (see below). The modules have different perspectives and objectives, but are not strictly delineated from one another. Findings from one module can have impacts on a previous module, which means new solutions are developed iteratively.