ISSA Webinar: Customer-centric application development – Leveraging design-thinking and agile methodologies

14 September 2022 | Virtual

ISSA Webinar: Customer-centric application development – Leveraging design-thinking and agile methodologies

14 September 2022 | Virtual

Wednesday 14 September 2022, 10:00–11:30 (UTC/GMT+2 or CEST)

Languages: Simultaneous interpretation in English, French and Spanish (Simultaneous interpretation – Frequently asked questions)

To better serve customers as well as improve efficiency, social security institutions have recently applied innovative approaches to develop applications that better match user needs. Creating customer-centric applications is not only about using language that customers can easily understand but about involving customers as part of the application development. 

With different goals, such as digital channel adoption, improving compliance, or extending coverage, institutions have engaged in a paradigm shift in order to provide customer-centric solutions. This has been supported by more rapid and customer-centric methodologies as part of their information and communication technology (ICT) systems development. Social security institutions have taken advantage of design-thinking along with agile methodologies, improve services, reduce user barriers to services and develop new capabilities. It has also meant the establishment of multi-disciplinary groups, integrating branch representatives as well as customers, as part of a co-creation process. 

This webinar will share the experiences of institutions that have implemented customer-centric application development through design-thinking and agile methodologies. It will highlight experiences and challenges in the execution of projects that are often accompanied by a cultural change in the organization.


Adil Ellaia Adil Ellaia, Chief Digital Officer, CDG Prévoyance, Morocco
Alicia Arratia García Alicia Arratia García, Deputy General Director of Coordination and Digital Administration, General Treasury of Social Security (TGSS), Spain

This webinar will examine the following questions:

  • What are the main features of these new design-thinking and agile methodologies? How different are they from traditional methodologies? What do they entail?
  • What are some of the benefits and challenges of using design-thinking and agile methodologies?
  • What are some experiences in integrating these methodologies into institutions?
  • Should there be limits or considerations when using these methodologies, if so, what are these?


  • Welcome by Marcelo Caetano, Secretary General, International Social Security Association (ISSA)
  • Technical introduction by the ISSA
  • Case experience of CDG Prévoyance, Morocco
  • Case experience of TGSS, Spain
  • Q&A – Discussion
  • Conclusions
Ernesto Brodersohn Moderated by Ernesto Brodersohn, Senior Officer in Social Security, ISSA

Practical information

The webinar is open to delegates of ISSA member organizations and invited institutions without registration fees.