Our gift to you in these challenging times: Open and Free for Insurers, Reinsurers, Brokers, Insurance-Related Startups and Vendors, and Students.
The wrap up event will be live from 1 PM to 2:30 PM EDT
This event will be open to the industry and all participants, as the top teams present their video pitches and participate in a live Q&A session. Our esteemed panel of judges will ask final questions about the solutions, before making the determinations and announcing the winners.
2-day online hackathon + industry wrap up event
Facilitated following Design Thinking methodology in breakout sessions
StudentHack period: Thursday, April 29 and Friday, April 30, 2021
The 2-day period will be held in EDT, from 9 AM to 5 PM
Industry Wrap Up Event: Monday, May 3rd from 1 PM to 2:30 PM EDT
Last week, we were excited to conclude our 5-month student project with a big reveal in front of a global audience of 50+ insurers. This marks the end of yet another successful collaboration with The University of Applied Sciences in Würzburg-Schweinfurt, Germany (FHWS), during which our student teams developed innovative solutions to our members’ (and our own) internal challenges. In case you missed our big global presentation on Friday, we’ve broken down our internal project into bite-sized pieces to help you catch up — check out the summary below:
Since lockdown began in March last year, we have been finding ways to make our in-person sessions more interactive and engaging despite the virtual gap. Today, virtual collaborations have become the New Normal, and we expect that after we have successfully overcome this pandemic, hybrid models (combining the virtual and in-person experiences) will be the future. We tasked a team of E-commerce and IT students to define solutions to keep innovators connected, despite being in different rooms, either at home or in the office.
Beginning October 2020, our students followed the Design Thinking methodology, guided by our certified innovation experts, to find ways to tackle our hybrid challenge. Typically, the FHWS student project is held in-person in our downtown Toronto lab space, but given the current situation, we conducted our sessions virtually for the first time. Our students interviewed our team members, partners, and customers to understand pain points and opportunities in the current virtual model. Through this process, our students identified one of the main challenges was difficulty in building trust and engaging communication with remote participants. Good ideas, they learned, often arise during coffee break discussions, and it is difficult to replicate this experience in a virtual model.
Our students asked, “How might we build trust and improve communication among participants on-site, remote participants, and the moderator during the whole project in a hybrid digital workshop?”
Together, the students ideated many potential solutions and narrowed it down to their top 2 choices, which they further developed into MVPs to present at the end of the project.
Having prepared prototypes of their solutions, our students proudly presented their ideas to our community on Friday. The solutions were:
1. Double Robots
By employing the use of self-driving video conferencing robots, the students allowed participants to feel more present in the Lab. These robots could be controlled via one’s keyboard arrow keys from anywhere in the world over a Wi-Fi network, and gave participants an opportunity to explore the physical space from the comfort of home. With video display on the attached iPads, this solution also overcame the barrier of joining coffee breaks, inviting discussion and ideation despite the physical distance.
2. The Cookhouse Socializing Box
This solution promised an unforgettable social experience, complete with ingredients to make a customized cocktail and a light pasta meal. The Box included the tools needed, such as a branded glass, apron, and even a wooden spoon! To complete the experience, participants would be brought into a virtual culinary class hosted by a Cookhouse Labs moderator, where they would create these dishes together while still being in their own kitchens. This worked to create a sense of community and would act as an icebreaker before the main workshop date.
At the end of the presentation, our audience had the opportunity to ask their own questions about the solutions. Undoubtedly, the Cookhouse Labs robot was a crowd pleaser and opened the floor for a discussion about the new hybrid experience we will soon launch.
While plans for our hybrid experience are currently underway, we wanted to invite you to participate in our next student project to be held in October 2021. If you have a challenge you would like our students to tackle, click here to learn more about our memberships and how you can get started with your very own student project!
During the spring of 2020, we took on the industry challenge of Collaborating with Startups — read more about it here. Although the team chose to focus on one pain point, let’s go over what works best (what startups appreciate most) when collaborating with large insurance organizations.
1. Shared Vision
Startups are often founded on the basis of customer needs that are unfulfilled in the market. Founders are often so inspired by their discoveries that they are willing to take bigger risks and try new things than the average established organization. As we spoke to several startups during our sprint, we uncovered that a common element founders sought in their partnerships was a shared vision. Without this, they told us, their large insurance counterparts were less willing to take risks and less open to big ideas and possibilities.
As you seek out a startup partner to collaborate with, openly discuss your vision and goals for the collaboration beforehand. Finding a perfect fit will lead to a powerful partnership, so be sure to align on these topics early on! And make sure you, yourself, are clear on that vision, what is flexible and what is non-negotiable.
Many of our startup interviewees felt that large carriers had long internal bureaucratic processes that slowed the partnership down. One of our founders even told us the story of an unpleasant experience she had with a partner organization. While trying to arrange a meeting, she noticed the partner frequently rescheduled until a month passed by. The reason for rescheduling? An unavailable conference room! Such obstacles can delay the overall time to market, and we found this was a common pain point for startups.
When structuring your collaboration model, be sure to agree on a timeline that makes both partners feel respected and accommodated. This will create a positive experience and lead to faster outcomes that can secure potential future collaborations. Even more, be clear as to why you are rescheduling. On this example, the experience could have been better if the partner would have been clear about the why, the startup founder could have also helped out, maybe she had access to a meeting room. Remember, in all relationships, communication is key.
3. Strong Communication
This area is so vital, that it’s worth mentioning again. Often startups get lost in insurers’ long bureaucratic processes and are excluded from early strategy discussions. When they are finally brought in, many key decisions have already been made that do not align with the startups’ goals and visions. Our interviewees cited strong communication and inclusion as one of the most important elements, as this consideration made them feel supported and respected by carriers.
Including these partners early on will build trust in the relationship and create a win-win outcome for everyone involved. We highly encourage you to discuss a suitable communications strategy to ensure a smooth collaboration experience! And respect that strategy.
And there you have it. We are part of an industry where we are often looking to partner up, support or even found a new startup. Now you have some insights on what is needed to make sure your partnership or own creation heads to success!
Join our summit! Who knows – the startup you’ve been looking for just might be there. To learn more about how you can get involved in the summit, reach out to us by clicking here!
Let me share a brief summary of a story from my perspective. It all started on March 13, 2020. That was when I was informed that I no longer needed to go to our Lab space in Toronto and that suddenly, I needed to ideate on how to we were going to deliver our planned activities for the next three months in a virtual space. AH! Sound familiar? Perhaps you don’t deliver trainings or facilitate sprints, but you also had to redesign how you presented to your clients, how internal meetings were going to take place, even how your workspace was going to look and how you were going to share space with your new colleagues (spouse, pets, children, etc.). In other words, change all, or as I prefer to say, redesign.
So how has the current situation impacted me personally as an Innovation Coach? Here are ways in which I have used my Innovation Coach skills to get me through these times:
Embrace creative mindset
From day one, it was obvious that I needed to put my creative mindset to work. I was expected to redesign our programs and how we delivered them while ensuring our participating members still had a pleasant Cookhouse Labs experience. It was an opportunity to let go of all limiting beliefs and get to creating ideas and putting them to test. Sometimes I was afraid of failure, but I knew that the biggest failure would be to not show up.
Dance with change
Most of us hide from change and try to avoid it. In my area of work, what I am passionate about – creativity and solution-focused mindset — change is the constant that keeps showing up in all aspects of my life. Instead of avoiding it, I choose to create a song with it and dance to the melody. Dancing with change allows me to see the situation from different angles as I continue to move. Can you see how that is possible? How are you choosing to dance? At what speed? And which partners are you bringing along to the journey?
As solution-focused as I am, there was a point when I realized no one actually has an idea of when things are “going back to some normality”. That realization invited me to choose between fighting that feeling of uncertainty and feeling angry, sad, frustrated OR accepting that uncertainty had become the only certain thing around me. Accepting this fact made it easier for me to flow and look at life as many opportunities because it allowed me to play with one of my favorite two words – WHAT IF? And if you have been on our campus, you know that ‘What If’ is a door to creativity and ideation. Accepting uncertainty, asking what if, and staying solution-focused definitely made my daily work more fluid.
Connection, connection, connection
These current times have definitely highlighted the importance of staying connected. And in the world of innovation, connections are vital because it is how we can collaborate and in our Lab, it is how we can co-create. After seeing and hearing many of our participating members share how much they miss being in their offices, it really invited the opportunity to reach out more often and stay in touch with our community, which leads to our continued purpose to #MakeInsuranceBetter as a community.
I invite you to reflect on how these times have impacted you, changed your habits, expectations and/or ways of working. But most important, as an innovator, how have these times invited you to expand and develop your innovative skills?
I’d love to hear from you and read how you are levering these changes for your growth.
At Cookhouse Labs, we’ve worked closely with many members to successfully innovate within their organizations. In the next part of our Member Stories series, meet David Simons, Managing Director at Argus Group’s Center of Excellence. Read about David’s innovation journey below!
David, thank you for joining us today! Before we dive into your experience with the Lab, let’s start with a quick introduction of yourself and Argus.
I am the Managing Director of Argus Group’s Center of Excellence, and Argus is a multiline financial services company. We have operations in Bermuda, Canada, Malta, and Gibraltar, and service customers in Bermuda, Malta, and Gibraltar. We have quite a broad range of services, such as P&C insurance, health insurance, life, pension, other financial products, annuities and so on, as well as other services, both B2B and B2C.
Our roots are in Bermuda; we’re a 70-year-old organization, and for the most part, we’ve operated in a very traditional way as a financial services company. We’re now at a point in our journey where we realize that the industry is moving beyond simply indemnifying its customers from risk, and are becoming more of a service company, truly addressing the needs of our customers. As we shift our operations (in the way we structure ourselves and the way we meet our clients), we’re really orienting around servicing a consumer’s needs. With that comes the need to innovate and invest in technology, people, and processes.
Where the Center of Excellence fits into that is that we’re a newly formed department within the company. Our remit is to be the voice of and to drive innovation at Argus, so we work with the departments to figure out ways to enhance innovation. Not simply focused on technology, but more broadly: how can we serve our customer’s needs in a better, more efficient, and more effective way?
That fits well into the next question: What inspired you to become an active participant at Cookhouse Labs?
Great question! As I mentioned, the Center of Excellence is a newly formed group within Argus that was set up in June of 2020. We recognized the need to change our product-focused approach, where we created a product and then found customers who wanted to buy that product.
Enter this whole concept of Design Thinking! We knew we needed to inject Design Thinking into the way we do business at Argus. After attending a couple of Cookhouse’s free Design Thinking trainings, we said, “This is an organization that really gets it”. Cookhouse promotes Design Thinking as an approach to product development, innovation, and generally meeting customers’ needs, but also promotes collaboration. There are some big, hefty challenges in our industry, and we don’t have to go at it alone. A Cookhouse Labs membership made a lot of sense because we wanted to partner with like-minded people to tackle some of these big challenges in a more collaborative way, and that’s what really inspired us to join.
Reflecting on the past year, what made you happiest during this collaboration with us?
It’s the people we’ve been engaging with at Cookhouse and through Cookhouse! For example, meeting other people that have joined various sessions, getting to hear their stories and their backgrounds. Specifically, Sven and Ibeth have been fantastic supports for us and what we’re trying to accomplish. They provided us with good guidance on how to think about some of the challenges that we’re trying to tackle. They gave us honest feedback, pointing out where we’re really going to struggle, and where/how we can make our lives easier. I would say that has been most rewarding of this experience.
In line with that, what about this experience has surprised you the most?
That’s a tough question. This experience has put a mirror in front of me to a degree, in the sense of representing Argus. It has really made me reflect on where we are today. As I spent more time in Design Thinking workshops and worked with Cookhouse, what surprised me was how logical these steps and techniques are, how much sense they make, and how doing things in any other way just doesn’t make sense. It made me think about our traditional product silos and product-lead approach to servicing our markets and about how almost inappropriate this approach is today. It was the recognition that we have to make some fundamental changes in order to maintain our relevance on an ongoing basis.
As you mentioned earlier, you’ve attended a few trainings and worked with us on projects during the past year. What has been your absolute favorite memory from this journey?
I’ve attended a couple of virtual workshops in 2020 and Argus has an ongoing student project that I keep hearing good things about. My favorite memory has been spending a lot of time with Sven and Ibeth in small group meetings. Together, we formulated an approach to building consensus amongst our leadership as Argus continues to develop our business strategy and create a modern strategy. Getting their insights has been very valuable and has led to some really rewarding conversations, especially when going back to share those insights with the leadership team and our CEO, who is very excited about this partnership with Cookhouse. Seeing this enthusiasm build up has created some positive experiences and good memories from our journey.
That’s great to hear! Reflecting further on your journey, what have you been able to achieve since you attended our trainings and participated in some of our projects?
Achieving a certain level of buy-in from our leadership has been a big achievement. It’s a very busy landscape of projects, initiatives, and efforts. Getting the buy-in that we need to create space to adopt some of the techniques that are espoused by Cookhouse — Design Thinking, Lean Startup, and so on — has been a good accomplishment. We’re at the early stages of our journey and while that buy-in might not sound tangible, it is foundational. To have achieved that in the midst of a very busy landscape, on top of which we’ve been dealing with the whole COVID challenge, has been a big accomplishment!
Congratulations, because often the most challenging part of a project is getting started! Based on your experience, would you recommend other innovators check out the Lab, and if yes, what trainings or events would you specifically recommend?
I definitely would! I’m sure there are still a lot of people who are looking at their business in a very traditional way. Everybody knows that we need to innovate now, but left to their own, many will innovate in a very incremental way. I think we need to make radical changes to our business and our industry. A partner like Cookhouse, and all the other partners that come along with Cookhouse, makes a lot of sense. You need like-minded people who are ready to tackle the challenges that are going to drive a radical transformation of this industry for it to remain relevant. Otherwise, there are other threats that are coming from outside of the industry that are going to figure out how to do it and they are going to take the market away from us, if we don’t do it ourselves. I don’t think society would benefit if suddenly, an external force came in and totally disrupted the insurance industry. Bringing our industry’s history and knowledge forward and delivering that with new and modern customer experiences — I think society would benefit from that more than just simply being disrupted by an attack.
Some may have heard of Design Thinking as a concept, but for me, attending a workshop was powerful. You don’t know what you’re experiencing or learning until you go through it. These tools and techniques are so simple, but you only see that on the backend after having gone through it. I would definitely recommend attending a Design Thinking workshop as a good intro to get into the space where you collaborate.
I remember a 2-day Design Thinking workshop, where the second day was more of a hands-on experience of building something with peers whom I met just the day before. That was really powerful: seeing how much we could do in such a short period of time and validating it by talking to real people and getting real customer insights. It was powerful learning, and I thought, “I should do that in everything I do”. Whether it’s an internally focused process or one that impacts our external customers, taking a customer-centric approach should be the only way to tackle those types of challenges.
Final question: Is there anything else you would like to add?
It’s nice to know that there are organizations that are not solely focused on their bottom line, but also recognize that there are some deep systemic challenges, and they need a different approach to tackling those. I really commend Cookhouse for their mission, and I think Argus is happy to be onboard and is looking forward to many more innovations as we move forward!
David, thank you so much for sharing your thoughts and experiences with us. We enjoyed collaborating with you and Argus Group in 2020 and we wish you all the best in 2021. We can’t wait to continue this collaboration with you in the New Year!
It’s no secret that the insurance industry has historically been one of the slowest to adopt technology.
The arrival of the pandemic last year propelled the insurance industry into a virtual era, causing insurers to scramble to adopt new technology and rethink the digital customer experience. However, the industry still faces many hurdles in this area, including:
Distrust arising when customers learned their policies did not cover COVID-related health and business issues
Frustration when customers could not easily contact insurers to answer their policy-related questions
Disappointment in the delay to offer new insurance solutions to bridge the gap
Anxious customers who now feel they are not covered for future emergencies
Increased distance felt by customers who previously had negative insurance experiences, but now feel more disconnected from their providers due to the lack of coverage
These hurdles, along with pre-existing negative perceptions of the overall industry, have put a spotlight on what may now be the industry’s biggest challenge in 2021: delivering an exceptional digital customer experience to retain those it promised to protect.
Why Does It Matter?
Insurance was born from community spirit, where many came together to protect the losses of a few individuals. Especially over the last century, this spirit has been lost in the pursuit of profitable business models and highly regulated market. Insurers have not generally succeeded in establishing a meaningful relationship with customers leading to loyalty, and without a massive turnaround in digital strategy, insurers risk losing customers and irreversibly damaging the industry’s reputation further.
As last week’s court ruling in the UK shows, customers have spent months fighting insurers for pandemic coverage (in this case, to secure business interruption payments). The general sentiment in the market is not positive, and in an already-competitive landscape, insurers must do everything they can to ensure their customers have a better experience this year.
Can an Improved Digital Experience Help?
In short, yes, and it has already begun to show positive impact. Global market research company Ipsos recently surveyed 2,500 insurance customers from China, Hong Kong, Singapore, and Australia, and found that customers placed the highest value on the speed of processing policies and claims online when selecting a carrier. In places such as Australia, where purchasing a private health insurance policy is not optional, efforts to create a smooth and positive experience can reduce resentment in customers who view insurance as a forced expenditure.
The challenge is to create a more personalized experience while employing digital platforms — after all, the objective is to preserve human interaction where it is most impactful. A good example of a personalized digital interaction is a video consultation with an advisor at the time of purchase, which allows new policyholders to get answers specific to their unique situations. On the other hand, removing the need for a wet signature will speed up the process favorably, and so replacing human interaction with a digital signature would prove effective in this case.
So, Where Do I Begin?
While the strategy will vary from organization to organization, we recommend starting by connecting with your customers and hearing their perspectives. How do customers feel about your organization’s current experience? What are they saying on social media and to customer service representatives? If this sounds familiar, it’s because this is Stage 1 of the Design Thinking methodology: Empathize. Often, customers are seen as numbers (or data) — numbers of calls answered, premiums calculated, or policies underwritten — and not human beings with unique lives, jobs, and dreams. When creating a strategy, is it important to consider those who will be most impacted; in this case, it is the customer.
Collecting customer insights is another process where human interaction is impactful. Observing the customer’s body language and tone can provide additional insight into how the customer really feels and can help insurers identify specific areas of the current experience that may be distressing or difficult. Once those insights are available, it’s time to innovate!
Perhaps 2021 will be the year that the industry can improve customer perceptions and prove that it is here to provide support and peace of mind. Will this be the year that insurers return to their community-driven roots?
We will cross our fingers and wait to find out!
Let us help you reinvent your digital customer experience. Check out our innovation consulting services, such as our Design Thinking Sprints, where our Certified Innovation Experts will guide your teams to develop a human-centered solution that satisfies what your customers actually want.
At Cookhouse Labs, we’ve worked closely with many members to successfully innovate within their organizations. In the first part of our Member Stories series, meet Tommy Kim, Senior Actuarial Analyst at Munich Re Company of Canada. Tommy is an active member of our global community and is a two-time winner of our Design Thinking ideathons in 2020!
Read about Tommy’s unique experience below!
Tommy, thank you for joining us today! We’d love to know how your journey began; what was the first Cookhouse Labs event that you attended?
That’s a great question! In early 2019, our Senior Executive members asked for volunteers to participate in a Design Thinking training. Even though I saw myself as a non-ordinary individual (I personally enjoy my thinking time, too), I wanted to be more structured. I thought, “How can I improve my thinking process?” Everyone has ideas, but there has to be a way for us to narrow down these ideas so that we can get close to executing them. That was my first session at Cookhouse Labs and I really enjoyed it. Not only did I enjoy working with the experts at Cookhouse Labs, but I also enjoyed working with representatives from other insurance organizations, who were awesome too. We were all there for one single reason — to make insurance better — and we just wanted to tailor it better by leveraging the Design Thinking process.
Thank you for sharing that! On the topic of collaboration, I imagine you’ve worked with many teams at the Lab since 2019. What was your best team experience?
I’m going to answer your question by saying that working with Ibeth (the Lead Innovation Coach) was the best team ever, and I guess that would be every session I’ve ever attended. The reason is that I am an introverted person, which means there are a lot of thoughts going around in my head. Introverts need a comfort zone to be more open to collaboration and for their ideas to be rolled out. I think building that trust is the most difficult part. Ibeth encouraged everyone to open up by making everyone laugh and sharing her life story. It helped everyone engage, and that was the most important component of my experience with Cookhouse Labs.
What is your favorite memory from this past year of collaborating with us?
All the components were great, but it is really tough to pick just one. In my first hackathon (SummerHack 2020), I participated as a mentor and the 24-hour journey was awesome. But working with the folks at HSB Canada as a collaborative WinterHack 2020 team was awesome and one of my favorite memories, too. Of course, any help from you, Ibeth, and Sven is great. Not just the idea aspect of it, but also the content and patience. I can tell, from one human to another, that the team really does want to make insurance better and doesn’t treat it as “work”. All of these are my favorite memories from Cookhouse Labs.
That’s wonderful to hear, Tommy! Speaking of winning the ideathons, what have you been able to achieve since you started attending Cookhouse Labs innovation events? In other words, how has it helped you?
It might sound weird to say that, even though I have participated in the ideathons, I think the word “achievement” does not fit me. This is just me learning and going to different sessions. Maybe it’s just not the best timing for me to answer this question, because I think there is more to learn from Cookhouse Labs’ sessions and events. One day, if I actually contribute to making insurance better, only then will I be able to say that I achieved this. Right now, it’s too early for me to say anything!
Final question: Would you recommend Cookhouse Labs’ events to others, and if yes, which events would you recommend?
I would definitely recommend Cookhouse Labs training sessions, but if I had to pick one out of the many great trainings, I would pick Design Thinking. This is not only a matter of innovation itself; it can be applied to any sort of work and even your thinking process in your daily life, too. I thought about how you could make the best out of it. No one wants to make a mistake, right? Even when we get groceries, we do a price check and see where it’s from. There is caution with that thinking process, but there is no harm in learning an even better approach to apply to real life. So, I would definitely recommend the Design Thinking trainings.
Tommy, thank you so much for sharing your thoughts and experiences with us. We enjoyed collaborating with you and Munich Re Company of Canada in 2020 and we wish you all the best in 2021. We can’t wait to continue this collaboration with you in the New Year!
“The people who are crazy enough to think they can change the world are the ones who do.”
— Steve Jobs
Innovation is a word that has been used over and over in the last years. Everyone wants to be innovative; everyone wants to launch an innovative solution, and everyone wants innovation all around. The interesting part about these wants is that most people expecting innovation expect it fast, easy and comfortable, when really it requires patience, patience and patience! Innovation requires patience to move through the interviews and research phase; patience to embrace the failings during testing phases and learning how to accept feedback; and patience to step out of the comfort zone.
I have spoken to many people who visit our innovation lab and many mention the disappointment they have experienced when it comes to innovation, the frustration with the design methodologies and working with teams, and the pain of seeing ideas change over and over through testing phases. Yes! Not so pleasant descriptions. And these descriptions come from top down. It is no coincidence they first questions they ask are, “Can you help us get to an innovative place and help us understand what we are doing wrong?” and “Can you help our team understand why we are not coming up with innovative ideas?”.
Of course we can!
What is innovation about?
What does innovation mean to you? The most popular answers are new, fun, useful, building from something old and make it new. No matter which way we look at them, all the above require a set of fundamental steps like:
Research (to understand the problem and what already exists)
Listen with human-centric mindset (to understand the need)
Test (to understand usefulness) and
Remain open to change (to either create something new or shift on something that already exists)
In a nutshell, innovation is about being open to change based on research, testing, etc. And let’s be honest, that word “change” is not something that people are always excited to do, especially when there is uncertainty, which you know exists when working in innovation. Being open leads to accepting the fact that to create this amazing product, service, or idea, one must be prepared to change rapidly and often. And experiencing change leads, in most cases and at some point, to hitting a wall of (as most people relate to innovation) frustration and pain. But why the frustration and pain? And why, many times, giving up? Well, because we forget about the most important element in innovation. YOU!
What is the most forgotten and overlooked element in innovation?
The most forgotten element in the journey of creativity and creating something new is the HUMAN and all that comes with it. Let’s break it down: we know that to be able to create something ground-breaking, we have to be open to uncertainty and change. We already know that for most of us humans, those words most often lead to fear. Then how can we expect to create anything revolutionary when we forget the human side of innovation? That involves you, the team member and/or you, the team leader and/or you, the decision maker. No matter what your role is in an innovative journey, you must be aware of your human side, which includes mindset, attitude, behaviors, and patterns. In summary, it asks that we remember that we are human and, based on our day and how we are feeling in the moment when we are working on our solutions, innovation and creativity will be impacted. Therefore, it is vital to remember this important fact – the human side.
How can one unlock and embrace the human side of innovation? Empathy and Courage
Empathy! Not only is it important to have empathy for customers when using creative methodologies, it is also vital to practice empathy with your team members and yourself. Empathy will organically create a safe place for creativity to show up and live.
Courage! Have the courage to trust the process; time and time again, we hear stories of creative minds solving problems and creating pioneering solutions. These creations happen when the team trust a process that is proven, even though the path to the answer is not clear, and when the team move past fear and doubt and into an uncomfortable place of trust.
In summary …
Accept that sometimes you and/or your team will have bad days, not because of the project or because of the team, but because you or one of the team members may be going through a challenging time on a personal level, or perhaps there are limiting beliefs that are blocking the flow of creativity. Perhaps it is the first time you allow yourself to trust a new process. Regardless of the reason why – the answer is patience.
“Any change, even a change for the better, is always accompanied by discomforts.”
— Arnold Bennett
Want more insights from our Lead Innovation Coach?
Join our upcoming free 1-hour Introduction to Design Thinking session, where Coach Ibeth will walk you through the first 2 key steps to get you moving to an innovative idea. Check out this session and other global opportunities on our 2021 Events Calendar here!
Explore what you can accomplish using Google Sprint and learn how to ensure you keep solving problems in just five days
Google Sprint is a methodology that uses the understanding of Design Thinking and helps you solve complex problems in five days. The process is strategically designed so that solutions are defined within an equivalent of a working week, and same as with Design Thinking saving money and time.
Join this workshop to learn another design methodology that you can implement in your daily projects.
By the end of the one-day Google Sprint Workshop, you will be able to:
Understand what Google Sprint is
Recognize the differences between Lean Startup, Cookhouse Labs methodology and Google Sprint
Learn when you can use this methodology to make the most of it
Identify the benefits of a Google Sprint
Practice the methodology and receive feedback on the spot
How can I join?
This training is exclusively for members of Cookhouse Labs. Here’show you can get started with your Cookhouse Labs membership!
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msg global solutions has implemented CASL compliant consent forms
The consent of outside parties is necessary in order for msg global solutions to send a CEM. This consent typically must be “express”, but in certain circumstances consent can be “implied” and in others, messages are specifically exempt from consent requirements. msg global solutions has modified certain consent forms in order to ensure that the express consent obtained from recipients is in compliance with CASL.
Your communication preferences can be updated at any time by visiting the Preference Centre, which can be accessed at any time via our website, and you will be notified via email when changes have been made. You can have your email address removed from our mailing lists at any time, although even if you unsubscribe to receiving CEM from Msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
msg global solutions has modified its email footers
msg global solutions has modified its email footers to manage CASL’s consent requirements. Under CASL, all CEM sent must include certain prescribed content. For example, msg global solutions must clearly identify itself as the party sending the CEM, provide a method whereby the recipient can readily contact msg global solutions, such as a mailing address and one of (i) a telephone number with active response voicemail; (ii) an email address; or (iii) a web address; and provide a working unsubscribe mechanism. CASL compliant email footers have been updated on all CEM sent from msg global solutions, in order to ensure compliance with CASL.
msg global solutions has incorporated Unsubscribe Mechanisms
msg global solutions has incorporated unsubscribe mechanisms into all CEM, in order to manage CASL’s consent requirements. Under CASL, each CEM must provide a working unsubscribe mechanism (functional for 60 days), which must be processed without delay, within a maximum of 10 business days. msg global solutions has set up a uniform process in order to ensure that all unsubscribe requests will be complied with. You may at any time unsubscribe from receiving CEM from Msg global solutions by following the process laid out in the electronic message you receive, or contact: email@example.com. However, even if you unsubscribe to receiving CEM from msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
3. WHY ARE YOU RECEIVING AN ELECTRONIC MESSAGE FROM msg global solutions?
The types of CEM msg global solutions may send from time to time could include the following:
CEM sent to msg global solutions’s current or potential clients (whether individuals or businesses), by msg global solutions’s marketing department or msg global solutions’s sales and business development team. For example, this may be for prospecting purposes or in order to answer a request for information or an inquiry;
CEM sent to msg global solutions’s current or potential service providers by various msg global solutions business units. For example, msg global solutions may outsource part of its activities to a third party (such as a maintenance company, a translation service provider, etc.) or, msg global solutions HR department may contact potential employees electronically for recruitment purposes.
CEM sent to msg global solutions’s current or potential business partners. For example, this may be for building or finding new ventures and partnerships with industry companies, groups and associations.
If you have received a CEM from msg global solutions and you believe that you should not have, please assess as to whether you have provided implied or express consent to receive CEMs from msg global solutions, or if an exemption applies.
Express Consent: You can verify that you have provided express consent to msg global solutions (or verify the status of your consent) by reviewing your preferences in the Preference Centre.
Implied Consent: msg global solutions may infer your implied consent if:
msg global solutions has an existing business relationship with you or has a former business relationship with you which terminated less than two years ago (for instance, you are a former client);
msg global solutions received an inquiry from you within the last 6 months;
You disclosed your electronic address to a msg global solutions employee (for example you provided your business card to a msg global solutions employee) or you conspicuously published your electronic address (for example, via a corporate website or in a brochure) and the CEM sent is in connection with your business role and function.
When is an electronic message exempt under CASL?
If you are receiving an electronic communications from msg global solutions, it may be a message that is exempt under CASL. This would be the case if the message is one the following:
you have a personal relationship with the msg global solutions employee who contacted you, meaning that you have previously had a direct, voluntary, two-way communication;
you have a family relationship with the msg global solutions employee who contacted you;
the CEM is sent within msg global solutions (between employees of msg global solutions);
the CEM is sent between msg global solutions and another business, where there is an ongoing relationship between msg global solutions and this other business;
the CEM was sent by msg global solutions to you, in order to respond to your request or inquiry; or
the CEM was sent by msg global solutions to you, in order to enforce a legal right or obligation (for instance, if you have an outstanding debt, or breached a contract that you have with msg global solutions, etc.).
In certain situations, your consent is not required for certain types of messages sent by msg global solutions, although you may still unsubscribe from future transmission of similar messages. The type of messages where msg global solutions does not need your consent is an electronic message that:
is sent once, following a referral by a current msg global solutions client, service provider, business partner or employee who also has a personal or business relationship with you;
only provides you with a request for a quote or an estimate;
only facilitates or confirms a transaction;
only provides msg global solutions warranty, product recall, safety or security information; or
only provides information about your ongoing use of msg global solutions services or products or ongoing purchases (including updates and upgrades).
If you have received a CEM, and you believe that you should not have, please contact us immediately at firstname.lastname@example.org and we will promptly remove your address from our list (within maximum 10 business days).
4. SOCIAL MEDIA.
You may be contacted by a msg global solutions employee via social media, such as LinkedIn, if you are connected on the social network with the msg global solutions employee, or if you have indicated through your preference settings the fact that you are open to receiving messages about new business opportunities or ventures. You may also be contacted if you have conspicuously published your electronic address (for instance, on a social media website), have not indicated that you did not wish to receive CEM, and the CEM sent is in connection with your business role and function.
5. WHAT TO DO IF YOU NO LONGER WISH TO RECEIVE CEM FROM msg global solutions.
At msg global solutions, we take the law very seriously. You may unsubscribe at any time from receiving CEM, by visiting the Preference Centre or clicking on the link in any CEM that you may receive from Msg global solutions, and we will remove you from our list within ten (10) business days.
6. AMENDMENT OF THIS ANTI-SPAM POLICY AND GUIDELINES.
From time to time, Msg global solutions will review and update this Anti-Spam Commitment as required to keep current with rules and regulations, new technologies, standards, our business practices and outside parties’ concerns. We will post any Anti-Spam Commitment changes on this page and, if the changes are significant, we will provide a more prominent notice (including, as the case may be, email notification of Anti-Spam Commitment changes).
7. QUESTIONS OR CONCERNS ABOUT THIS ANTI-SPAM COMMITMENT?
If you need further assistance, please contact us at: email@example.com
Revised November 11, 2019.
Accessibility for Ontarians with Disabilities
Documents Available Notification (AODA)
Dear Valued Clients and Visitors,
msg global solutions Canada Inc. has created policies and procedures to meet their obligations regarding customer service outlined in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005.
Our accessibility policies are available for your review in a number of formats. Should you wish access to these documents in another way, please notify: firstname.lastname@example.org
Statement of Organizational Commitment
msg global solutions is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Statement of Commitment to Accessibility
msg global solutions is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act(2005), and its associated standards and regulations.
msg global solutions understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.
Providing an accessible and barrier-free environment is a shared effort, and as an organization, msg global solutions is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact email@example.com
Alternate Format Request Form
msg global solutions is committed to providing accessible, quality services. Communications in alternate formats will be made available upon request within a reasonable time period in a mutually agreed upon format. Please complete and submit the below form to firstname.lastname@example.org
Accessibility Standards for Customer Service Record of Customer
Thank you for visiting msg global solutions and Cookhouse Labs. We value all our clients and strive to meet everyone’s needs. We look forward to your feedback. Please send us an email at email@example.com
Ten Privacy Principles
Accountability: We are responsible for personal information under our control and we have designated individuals who are accountable for our compliance with these privacy principles.
Identifying Purposes: We shall disclose the purposes for which we collect your personal information either before or at the time the information is collected.
Consent: Your knowledge and consent is required for our collection, use or disclosure of your personal information, subject to certain exceptions set out in the law. Your consent may be expressed in writing, verbally, electronically, and in certain circumstances, may also be implied.
Limiting Collection: Your personal information shall only be collected by fair and lawful means, and will be limited to that which is necessary for the identified purposes.
Limiting Use, Disclosure and Retention: Your personal information may only be used or disclosed for the purposes for which it was collected, other purposes to which you have consented or if required by law. Your personal information shall be retained only as long as necessary for the fulfillment of identified purposes, or as required or permitted by law.
Accuracy: We shall use reasonable efforts to ensure that your personal information is accurate, complete and as up-to-date as is necessary for the purposes for which it is to be used.
Safeguards: We shall protect your personal information using security safeguards appropriate to the sensitivity of your information to prevent unwanted release, misuse or intrusion.
Openness: Information about our privacy policies and procedures for handling your personal information shall be made available to you.
Individual Access: Upon written request, you will be informed of the existence, use and disclosure of your personal information. In addition, you will be given access to your personal information, as permitted by law. You may also verify the accuracy and completeness of your personal information and, where appropriate, request that it be amended.
Inquiries and Concerns: You may contact us if you have any questions or concerns about our privacy policies and procedures.
1.2. Contact Us
Information We Collect
2.1. When You Visit our Websites
You are free to explore the Websites without providing any information about yourself. However, when you visit the Websites, we may request that you provide Personal Information about yourself and we will collect Navigational Information.
2.2. “Personal Information”
This refers to any information that you voluntarily submit to us through the use of our Websites, and that identifies you personally, including contact information, such as your name, e-mail address, company name, address, phone number, and other information about yourself or your business. Personal Information can also include information about any transactions, both free and paid, that you enter into on the Websites, and information about you that is available on the internet, such as from Facebook, LinkedIn, Twitter, Instagram and Google, or publicly available information that we acquire from service providers.
2.3. “Navigational Information”
This refers to information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and pages viewed. Please see section 4 the “Navigation Information” section, below.
2.4. Information About Individuals Under 18
The Websites are not intended for or targeted at individuals under 18, and we do not knowingly or intentionally collect information about individuals under 18. If you believe that we have collected information about an individual under 18, please contact us at: firstname.lastname@example.org, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street , Toronto, Ontario, Canada M5H 1A1, Attention: Privacy, so that we may delete the information.
How We Use Information We Collect
3.1. We Never Sell Personal Information
We will never sell your Personal Information to any third party.
3.2. Use of Personal Information
3.3. Use of Navigational Information
We use Navigational Information to operate and improve the Websites and underlying marketing software. We may also use Navigational Information alone or in combination with Personal Information to provide you with personalized information about the Software Provider.
3.4. Customer Testimonials and Comments
We post customer testimonials and comments on our Websites, which may contain Personal Information. We obtain each customer’s consent via email prior to posting the customer’s name and testimonial.
3.4. Use of Credit Card Information
We do not directly collect credit card information from you. We use a third-party service provider to manage credit card processing. This service provider is not permitted to store, retain, or use information you provide except for the sole purpose of credit card processing on our behalf.
3.5. Service Providers
We employ other companies and people to provide services to visitors to our Websites, such as the use of underlying marketing software, and may need to share your information with them to provide information, products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, and providing customer service. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and customer data handling policies.
3.6. Security of your Personal Information
We use a variety of security technologies and procedures to help protect your Personal Information from unauthorized access, use or disclosure. We secure the Personal Information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When sensitive Personal Information (such as geo-location data) is collected on our Websites and/or transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
If you have any questions about the security of your Personal Information, you can contact us at: email@example.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.
3.7. Social Media Features
3.8. External Websites
3.9. Retention of Personal Information
We retain Personal Information that you provide us as long as we consider it potentially useful in contacting you about our services and products, or as needed to comply with our legal obligations, resolve disputes and enforce our agreements, and then we securely delete the information. We will delete this information from the servers at an earlier date if you so request, as described in the “Opting Out and Unsubscribing” section below.
If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.
3.10. International Transfer of Information
3.11. Corporate Events
If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy or otherwise, that company would receive all information gathered on the Websites. In this event, you will be notified via email and/or a prominent notice on our Website, of any change in ownership, uses of your Personal Information, and choices you may have regarding your Personal Information.
3.12. Compelled Disclosure
We reserve the right to use or disclose your Personal Information if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights; protect your safety or the safety of others; investigate fraud; or comply with a law, court order or legal process.
We use “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web server. Cookies are not used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you personalize pages on our Websites, a cookie helps us to recall your specific information on subsequent visits. When you return to the same Website, the information you previously provided can be retrieved, so you can easily use the customized features.
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Websites you visit. Cookhouse Labs keeps track of the Websites and pages you visit within Cookhouse Labs, in order to determine what portion of the Website is the most popular or most used. This data is used to deliver customized content and promotions within the Website to customers whose behavior indicates that they are interested in a particular subject area.
4.2. Log Files
We may collect demographic information, such as your postal or zip code, age, gender, preferences, interests and favorites using log files that are not associated with your name or other Personal Information. There is also information about your computer hardware and software that is automatically collected by us. This information can include: your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system, clickstream data, access times and referring website addresses. This information is used by Cookhouse Labs for marketing purposes, to maintain the quality of the Websites and to provide general statistics regarding use of the Website. For these purposes, we do link this automatically-collected data to Personal Information, such as name, email address, address and phone number.
4.3. Clear Gifs (Web Beacons/Web Bugs)
We employ a software technology called clear gifs (a.k.a. “web beacons” or “web bugs”), that help us better manage the Website by informing us what content is effective. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of visitors to our Websites. In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on web pages or in emails and are about the size of the period at the end of this sentence. We use clear gifs in our HTML-based emails to let us know which emails have been opened by recipients. This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. We tie the information gathered by clear gifs in emails to our customers’ Personal Information. If you would like to opt-out of these emails, please see “Opting Out and Unsubscribing”.
4.5. Third Party Tracking Technologies
How to Access & Control Your Personal Data
5.1. Reviewing, Correcting and Removing Your Personal Information
Upon request Cookhouse Labs will provide you with information about whether we hold any of your Personal Information. You have the following rights with respect to that information:
To request access, correction, updates or deletion of your personal information;
To object to processing of your personal information;
To restrict processing of your personal information;
To request portability of your personal information; and
To opt out of being solicited by Cookhouse Labs,
To exercise any of these rights, please contact us at: firstname.lastname@example.org, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy. We will respond to your request to change, correct or delete your information within a reasonable timeframe, and notify you of the action we have taken.
If we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
You have the right to complain to a data protection authority about our collection and use of your personal information.
5.2. Anti-Spam Policy
Our Acceptable Use Policy, at: www.cookhouselab.com/casl-acceptable-use, applies to us and, among other things, prohibits us from sending unsolicited commercial email in violation of applicable laws, and requires the inclusion of an “opt-out” mechanism in any commercial electronic messages that we send.
5.3. To Unsubscribe From Our Communications
You may unsubscribe from our marketing communications by clicking on the “unsubscribe” link located on the bottom of our commercial electronic messages, contacting us at: email@example.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.