Account Planning Facilitation and Program Design

The Challenge

Client account leadership at Accenture must develop an account plan for the upcoming fiscal year, including a competitive analysis, goals and objectives, a relationship map, and an account roadmap. Once finalized, the Account Plan is reviewed by the North American leadership team as a baseline to measure the account's success. The Midwest Financial Services account leadership team was tasked to host a strategy session required to incorporate SMEs from different organizations of the firm and account leads to discuss opportunities and the strategy. Due to the impacts of COVID, all sessions were required to be virtual, unlike in-person previous sessions. Account leadership needed support and a program lead to manage and lead all workshop efforts across all Financial services accounts.

My Role

I worked with the global offering development team to create the materials for the Account Plan workshop. This involved selecting appropriate methods and designing the agenda, facilitator notes, templates, and necessary resources. Once the materials were finalized, I collaborated with account teams to customize the workshop to best align with the account's goals.

I was responsible for facilitating all of the Midwest Financial Services workshops, which totaled 30 virtual sessions over the course of one month. Given the project's scale and deadline, I managed and trained a team of five analysts and managers to support the broader workshop and initiative, as well as overseeing the program's overall operations.

Along with leading all workshops, I trained and equipped leadership in remote workshops, tools, and best practices. I also presented the account plan retrospective and trends to regional senior leadership.

The Approach

I designed a "workshop in a box" that consists of three parts. The first part includes instructions on how to facilitate the workshop. The second part includes Mural templates to be used during the workshop. Finally, the third part provides the necessary inputs to build the account plan and strategy. The workshop series I created was based on LUMA and liberating structures design methodologies.

Using the workshop in a box, I defined the product strategy and value proposition for a new venture and product. I then built and implemented the product's journey to create the ultimate user experience, simplifying the insurance industry.

To ensure the best overall customer experience in insurance, I conducted research to gain a deeper understanding of insurance users. Based on this research, I brainstormed and generated a range of potential solutions and features to build a prototype. This prototype was then tested with key customers to evaluate the experience.

Lastly, I organized and built the new venture operations, resources, and processes to maximize the employee experience, which in turn, created the best overall customer experience in insurance.