Founded in 2004, Equifax TDX Group provide data, technology and advisory solutions that improve the performance of businesses in the debt industry. TDX have unparalleled insight into customer debt behaviour, and apply this insight to make debt recovery more efficient, effective and fair.
TDX and We Are Unstuck have worked together for three years, using Design Thinking to train teams, solve challenges and keep TDX at the forefront of the industry.
We’ve had the opportunity to collaborate on a couple of Design Sprints with TDX. Each one has involved a multidisciplinary team working offsite to spend some focused time on generating fresh, new solutions to existing challenges.
During each sprint we’ve tailored the design to best ensure the outcome TDX were seeking. On one occasion we created a value chain proposition - identifying all of the touchpoints for three different stakeholder groups along the way. This enabled the team to spot new opportunities to evolve or transform the service experience.
On another occasion,we co-created three innovative ideas to be included in the global playbook for future investment - during the sprint we worked through each phase of our Design Thinking methodology, from problem definition through to early-stage prototypes.
We Are Unstuck have also created and facilitated bespoke workshops to fulfil specific needs.
One of these workshops was initiated when a key client of TDX initiated a multi-supplier ‘request for information’ workshop, designed to re-engineer some of their core processes. TDX wanted to strengthen their ability to engage with this client, so that they could provide innovative solutions that would better inform their client’s customer decisions.
“It was vital that we provided assistance to the client and a strong voice for our organisation. Through this process, we saw an opportunity to solidify our current engagement and grow our relationship [with the client]”.
We facilitated an intense, focused workshop with a cross-functional senior team. This session was focused on two areas; the first being an extrapolation of TDX’s business model to explore areas where they could potentially assist their client. In the second half of the session, and to help the team prepare for the upcoming workshop, we equipped the team with Design Thinking tools and techniques to drive creative problem solving and collaboration when working with the other suppliers.
This involved an open and frank conversation about what it means to show up as a creative collaborator; including reflection on the (diverse) team’s individual habits and biases, and how to best support each other during the coming workshop.
Our time with TDX allowed us to tease out and set themselves up for success with their client; the team leant in to create a shared vision in a short timescale.
“The key moment during the session was definitely the focused activity around the individuals attending the workshop, and how we could work as a group to achieve our objectives. The workshops went well from our perspective, and we believe we are well positioned to further assist our client as their business changes”.