A 12 week sprint that adopted a human centred design approach to unpack the communities and staff needs, define what the future experience needs to look like and wrap up in a pragmatic step by step plan to bring it to life.
We started by bringing together diverse perspectives from across the business to create a safe space for sharing customer experience challenges, hopes, and needs. We synthesised the wealth of existing qualitative and quantitative customer research, to pinpoint customer pain points and organisational gaps. We then ran stakeholder interviews, shadowing, and operational data audits to get a real feel for the landscape.
Once the opportunities were framed up, we shifted to co-designed concepts remotely via Miro with diverse ranges of staff. Each concept was boiled down to a one-page business case, rigorously pressure-tested to ensure desirability, feasibility and viability.
A multi-year strategy, complete with budget and resourcing plans, was then aligned with the council's wider organisational plans.