The ‘death spiral’ is the dramatic term for the declining proportion of young and healthy customers for health insurance, driving the premiums up, further reducing the attraction for the young and healthy, which in turn increases the premiums even more.

The work involved on this project was much more focused on the people than the product or the processes. Once people knew why we were starting this project and were invited into workshops to feel heard, seen and respected, we had the rocket fuel we needed to get a pocketful of innovative, curious, energised people to drive the ship.

My role was to identify risks, facilitate solutions and mitigations and work as a change agent to establish new teams, processes, systems and ultimately a culture of experimentation, innovation and agility - which lead to the app iterating rapidly to capture the young market it was targeted at.