Empowering leaders through experimentation

A major Australian health fund partnered with GRIST + YakTrak to build manager capability through the Little Big Experiment (LBE) program, combining purposeful experimentation with a clear coaching rhythm. Over six months, managers delivered measurable impact, including an 11% conversion uplift in Care Coordination and projected $800,000 annual productivity savings from reduced AHT.

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Private health insurance

Client

Major Australian health fund

Industry

Private health insurance

Program design

  • Program: Little Big Experiment (LBE) Management Development Program
  • Duration: 6 months
  • Participants: 5 managers
  • Deliverables:
    • Design and implementation of a Little Big Experiment
    • Tactical leadership workshops
    • Coaching framework and operating rhythm
    • Presentation of case studies and results
  • Theories used: aggregation of marginal gains, self-determination theory, behavioural coaching, deliberate practice, 70-20-10, purposeful experimentation

GRIST + YakTrak supported managers by:

  • Equipping managers with a repeatable experimentation method to link behaviour change to strategic priorities
  • Providing a coaching framework and operating rhythm to support on-the-job application and deliberate practice
  • Building capability through structured experimentation, reflection, and case study development
  • Strengthening connections between leadership behaviour, team engagement, customer experience, and business outcomes

The results

  • 11% conversion uplift in a Care Coordination program after targeted changes to training and communication
  • Sales performance improved in lower-performing groups through refined scripts and focused coaching
  • A consultant on a performance improvement plan reached key KPIs through daily feedback and structured behavioural steps
  • Reduced AHT and stronger objection handling projected $800,000 annual productivity savings
  • Even where experiments did not produce immediate numeric gains, managers built stronger engagement, adaptability, and problem-solving capability

What this shows

Small, targeted experiments can create meaningful behaviour change and measurable business impact.

Client perspective

‍“Growth doesn’t always come from one grand idea but often from a series of smaller, impactful changes. I learned to just do it—what do I have to lose?” – Sales contact centre manager

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