Organisation design & design injection
Introducing design practices at the heart of Italian's public sector
Help the PA introduce a new Customer Experience Management (CXM) unit to foster an internal cultural shift towards higher levels of collaboration cross-silos and with external stakeholders.
A design-thinking based approach was tailored that enabled the team to deeply understand the client's context and co-design the best fitting solution. It consisted of 4 steps:
Assessment of the most diverse past & present projects carried out by the PA
Co-design of the job-to-be-done and value proposition of the new CXM unit
Design of the new unit's organisational and operational models
Setup validation through 3-weeks prototyping, evaluation and fine-tuning
Client's projects analysed
Facilitated co-design workshops
OUTPUT & OUTCOME
The output consisted of a design strategy guiding the client stakeholders on setting up the CXM Unit.
The strategy identified the most suitable organisational model for the unit to be injected within the organisational context, and its operational model, with detailed practices inspired by agile methodologies. Moreover, 6 professional roles were identified to be hired.
The solution was tested on 3 different projects for 3 weeks, during which was monitored and evaluated qualitatively.
My main responsibilities were to take care of:
co-design workshop planning, facilitation and analysis,
concept design, with the rest of the team
prototyping phase setup with the rest of the team
testing activities planning, leading and debriefing
Unit's value proposition areas identified
Agile design practices introduced