Organisation design & design injection
Introducing design practices at the heart of Italian's public sector
4 months
5 people
2019
Public sector
Challenge
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.
The approach
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:
1
Assessment of the most diverse past & present projects carried out by the PA
2
Co-design of the job-to-be-done and value proposition of the new CXM unit
3
Design of the new unit's organisational and operational models
4
Setup validation through 3-weeks prototyping, evaluation and fine-tuning
40+
Client stakeholders
involved
30+
Client's projects analysed
2
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 role
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
5
Unit's value proposition areas identified
6
Professional roles
hired
7
Agile design practices introduced