Aviva

Title: Kanban board discovery 
Session Date: 22/11/2024 
Duration: 1 hour 
Present (Finova): MO 
Present (Aviva):  John Venes, James Bullett Smyth 
Recording: https://dprconsultingltd-my.sharepoint.com/personal/matt_oxley_dpr_co_uk/_layouts/15/stream.aspx?id=%2Fpersonal%2Fmatt%5Foxley%5Fdpr%5Fco%5Fuk%2FDocuments%2FRecordings%2FKanban%20review%20%2D%20Aviva%2D20241122%5F150159%2DMeeting%20Recording%2Emp4&referrer=StreamWebApp%2EWeb&referrerScenario=AddressBarCopied%2Eview%2Edfe5f64c%2D95c5%2D4a74%2Dbc68%2D0e772e6134d5

Roles 

• John Venes,  
  Responsibility – On project team, using Kanban to rectify issues, check accounts when things go wrong 

• James Bullett Smyth 
  Responsibility – On the business team, using kanban from underwriter perspective in evaluation stage. And in team dealing with new business completions and getting those into funds released 

Kanban Case Mangement use (User walkthrough) 

• Columns 

• Illustration referred 

• Application received 

• Apply 

• Underwriting 

• Completion 

Kanban concept 
Yes concept is liked... but more columns 
Ticket allocating frustration – permissions 
Nice having it all in 1 place 

Our process 
Split into 3 

• New business 

• Existing business (additional borrowing) 

• Existing business (drawdowns) 

Each has a different team 
Frustrating to have this all on a single Kanban 
Nice to be able to have top level filter to change view by the 3 different teams (product types) 

So what looking for when starting the day? 
New business – looking at valuation that have been returned – so go through all the cards and change the card colour to create a to do list and then work through those. we also individually check for anything in our assigned list that’s needs actioning urgently... anything that has come off hold or any tasks that the system has generated 

Notifications of event  
Yes notifications of document upload through task but no notification to valuation returns.. manual check. Nice to be automated 

Card volume 
Yes each column has lots of cards in the column... especially completions 
 

Kanban likes and dislikes 
Need ability to order cards – application number does not work 
Need to order column by drawdown date 
Sorting by dates / status 

Zoom card concept to manage sub statuses
Team members are multi skilled – so some have primary and secondary roles 
But in some scenarios some roles only need to see for instance – Apply, underwriting and completion columns 

Sub statuses in columns 
Filter by sub statuses  

Filters for:  
Different for each column – yes definitely 
New business – Underwriting date report returned, completions by when funds released (2 working days in advance) - so sort by completion date 
'Illustration referred' – date submitted, 'application received' so date application submitted 

Search 
Used browser search – useful? better?... have to do this 
Dedicated search button not needed 
Main search OK for other purposes 

View all to see everyone's cards 
Filter by name – not drop down in Aviva version instead smart type 
 

RAG status colouration 
Feature not used 
Potentially might use if we could 
Eg on drawdown or on completion at milestone date 
 

Manual colour coding  
Yes used – for days of week in completions 
Nice to automate, but in some instances manually applied 
Nice to filter by colour 
Team agree use and meaning of colour as working practice 
Label colours would be good – different for different teams 

Checkboxes on card 
Yes like it as is 

Case ownership 
Good that everyone can access a case in terms of illness 
Allocation usually sufficient through external spreadsheets and working practices 

Opening case applications opening in new tabs 
OK nice to have the kanban and application dashboard on different tabs 

Hardware 
2 x screen setup 

Card structure and content 
Existing business … add content original lifetime mortgage number 

Summary view of card with limited information 
Hmmm maybe... nice to understand if something has changed 

Tasks (bubble) 
For existing business – sometime we have to assign the task to us before we can complete it 
For new business – work well in case handler column 
The 2 numbers in the bubble useful?... not really answered 

3 little dots (contextual menu) 
Yes works well 

Status notes 
Used 
Useful... some of it not relevant to some areas 

Application notes 
Not used 
Is used on additional borrowing – not sure what for... only 1 week into use 

Case assignment 
Assign it to yourself, or someone else if permissions 

Request documentation/information (create task) 
Yes all working OK  

New + (new applications) 
On applications received – accept case into your queue 
Have to accept twice... first in operation hub?... duplication 
Once accepted would be good to highlight those added 
Accept all in single action? 

Number one request change 
Colour coding 
Sorting and filtering 

Not asked 

• Click card to get popup presentation / content 

• Do users work by tasks?  

• View diary

• Global / Local user filtering? 

• Missing