How might we embed design thinking across our organisation, so that customer and staff experience is at the focus of everything we do…
It was an absolute privilege to roll out design thinking master-classes to over 100 participants across our global team. The training program was delivered over 10 classes, in 2 formats, in person & online to groups of 6-20 staff, across 8 global regions.
The aim was to further incorporate design principles, tools and methodologies within the IT group to bring customer & user needs into focus.
The group was given context as to how & where service design fits within the organisation, using examples of projects where he have seen great improvement to design & delivery timelines, market value & success, positive customer feedback & NPS.
Participants included, product owners, engineers, architects, solution designers, business analysts, IT specialists, graduates. The team got to step out of their roles for a few hours and participate in an interactive case study. Activities included, ideation, focus question, personas, empathy mapping, prototyping, testing & a storyboard journey to present their final design.
A challenge the teams faced was relating all the “north star / dream state” thinking back to the reality of delivery constraints within their roles. This is where we introduced the now infamous “could’a, should’a, would’a” diagram, to help teams prioritise what is most valuable to deliver for our customers & business, to meet core needs and identify where the real game changers lie in our innovation space.
I received the IT Directors Award for my contribution towards Telstra’s new ways of working. It’s great to be involved in a strategic project that shifts perception and makes a positive impact on our collaboration at both an organisational & personal level for our team.
I stumbled across this brilliant image in a google search while putting together the training material, it is now a staple in all of my workshop packs… time to get, positively uncomfortable!
Lizzie Bott 