Building the capabilities behind the experience — the business capability roadmap
| Source | client-resources/Capabilities (from Cigi's Team).png |
| Type | Single slide, image only |
| Origin | Core Business — Cigi's team |
| Dated | Undated · received 2026-09-17 |
| Header | Canada Market · Unified Digital Customer · Building Capabilities |
What it is
The business-side companion to the UCL capabilities and HLD deck. One slide, a three-horizon capability roadmap, framed as an investment ask:
To move from digital servicing to a health & wealth partner, we need a phased investment path across identity, experience, data, ecosystem and platform capabilities.
Cigi appears in the UCL deck's Core Business team, so these two artifacts come from the two halves of the same programme. This one is the one that goes to people who approve money.
The three horizons
Today (2026) — strong servicing foundations. Next (2027–2028) — a connected relationship. Future (2028–2029) — intelligent health and wealth partner. The arrow across the top reads "accelerating toward the future state in 2.5 years", and the footer states the ask: "foundations are in motion creating momentum — seeking investment to scale the capabilities needed to be the number one choice for customers."
| Capability | Today (2026) | Next (2027–2028) | Future (2028–2029) |
|---|---|---|---|
| Identity and trust | Product-based access, manual product linking by customers, product-by-product profile management — high customer effort | One verified identity connects customer relationships across Manulife; universal customer profile, consent and preference management | Full customer 360 with multi-product onboarding and household / business relationships |
| Unified experience and navigation | Transactional, product-specific interactions inside separate product portals | A shared homepage brings more of the relationship together, with smarter navigation and guided journeys | AI-guided experiences and virtual assistance coordinating journeys across health and wealth |
| Data and intelligence | Data siloed by product; limited personalization or proactive insight | Customer insights power next-best actions and product-level recommendations / decisioning | Predictive AI guidance and real-time interaction management |
| Ecosystem integration | Experiences organised around individual products on separate platforms — Vitality separate from benefits, from wealth | Digital journeys begin to connect care, service, partner and advisor support with seamless handoffs through context sharing | A coordinated ecosystem connecting care, rewards, partner services and advice — case and workflow management |
| Platform and change | Separate authenticated apps and portals, limited shared foundations; progress on a common design system and single front door | Common APIs, shared components, roadmaps and governance enable scale across web and app | A composable platform and operating model supporting real-time decisioning, journey analytics and continuous optimization |
An "investment (directional)" row sits under the grid with no figures on it.
Why it matters here
It is the only business-framed statement of the target state we hold. Everything else in client-resources/ is architecture speaking to architects. This is the vocabulary D2.2 and D3.3 have to reach — and it is the frame the September 23 offsite audience will already have seen.
Its Today column is a current-state assessment, and it agrees with ours. Manual product linking, product-by-product profile management, siloed data, separate authenticated portals. Nothing here conflicts with the experience map or the ADS.
It confirms the design system and single front door are already claimed as progress. "Progress made on common design system and single front door" is in the Today column — which is the business framing of the two key design decisions still recorded as pending LARB in the ADS, and the dependency R6.5 argues is unfunded.
It dates the capabilities the MVP is being built without. One verified identity and a shared homepage both sit in Next (2027–2028). That is the strongest available signal that the business expects unified identity to arrive after 2026 — and it should be read alongside the UCL deck, whose 2026 first deliverable is precisely enterprise identity for GB/GR.
The sequencing tension
The two artifacts that arrived together do not sequence the same way, and the difference is about eighteen months.
| UCL capabilities and HLD | This roadmap | |
|---|---|---|
| Enterprise / verified identity | 2026 — first of two priority capabilities | Next, 2027–2028 |
| Shared homepage | Unified secure experience layer — 2026 priority capability | Next, 2027–2028 |
| Common APIs and shared components | Foundation phase | Next, 2027–2028 |
And a third position exists already: the ADS ships a unified homepage in October 2026 without enterprise identity underneath it, and the readiness review returns NO GO on that date.
Three documents, three dates for the same two capabilities. This is not a contradiction to correct — the horizons may be describing scaled capability against first delivery — but the target state cannot be sequenced until somebody states which reading is right. It is carried as open question 40.
What it does not give us
No investment figures, no adoption forecast, no dates inside the horizons, and no owner. The "investment (directional)" row is empty on the slide we received. It does not answer CR-2 — the business case and adoption forecast that WS 3 costing needs — and it is not a substitute for one.
The artifact is also an image with no underlying source, so nothing in it is quotable beyond what is on the slide. If the roadmap becomes load-bearing for D3.1, we should ask for the deck it came from.
Open questions raised
- Is this endorsed, and by whom? It reads as a funding ask, which usually means a decision is pending on it.
- What is the deck this slide belongs to, and does it carry the investment figures the directional row implies?
- Do the Next (2027–2028) dates for one verified identity and a shared homepage describe scaled capability or first delivery? Every sequencing conflict above turns on the answer.
- Does "single front door" in the Today column mean the MVP dashboard, the legacy Product Selection page, or the CIAM login?
- Is the ecosystem and AI content — virtual assistance, next-best action, coordinated care and rewards — inside the target state we are documenting? This is open question 16, and this slide is the first artifact to put dates against it.