The following may be delivered (iteratively) over the course of the project:
Integration of human-centred design methods into the program review and digital transformation projects.
Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.
Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.
Based on user and GoA needs, goals, priorities, and opportunities, plan and deliver:
user and behavioral field research;
co-design workshops;
prototype design and testing;
journey map and service blueprint development;
process mapping;
service prototyping;
usability testing;
service performance measurement, analysis, and reporting; and
strategy and roadmap documents or diagrams.
Develop a depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
Plan for the integration of specific design and development work into the overall service experience and measurement of results.
Work with program teams (executives and front-line staff) in the co-design and co-delivery of new processes and policies to effect change management.
Plan for the integration of the new solution into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.