i. Internal workshops with staff to understand the ordering, activating and billing systems and processes.
ii. Creation of a series of journey maps to reflect these processes.
iii. Wire-framed personas, including a day in the life cartoons and visualisations to depict online behaviour. This research was undertaken by an another contractor.
These maps were printed on 2 meter wide paper and were often used by staff as conversation springboards in meetings about business process improvement. Read an article published about this work in the Design Management Review.
IT Service Transformation
Presented at Design Research 2020
Service NSW : Homelessness and ID
with Design Artefacts
Engaging Community with Co-design
with nonviolent communciation