It’s a chicken and egg situation when it comes to securing funding for a large transformation program in government. On one hand, you need to submit a business case and, as part of that, you need to make early decisions about how you might approach and deliver the program of work. On the other hand, you need to know enough about the problem you are going to solve to ensure you have sufficient funding to understand the problem better, hire the right people, design the right service, and build it the right way.
Now imagine securing hundreds of millions of dollars to design and build a service, but not feeling confident about what the user needs are. What if you had the opportunity to change this common predicament and influence your leadership team to carry out alignment activities, all while successfully delivering within the committed time frames?
Meera Pankhania, Design Director and Co-founder of Propel Design, recently spoke at UX New Zealand, the leading UX and IA conference in New Zealand hosted by Optimal Workshop, on traceability and her learnings from delivering a $300 million Government program.
In her talk, Meera helps us understand how to use service traceability techniques in our work and apply them to any environment - ensuring we design and build the best service possible, no matter the funding model.
Background on Meera Pankhania
As a design leader, Meera is all about working on complex, purpose-driven challenges. She helps organizations take a human-centric approach to service transformation and helps deliver impactful, pragmatic outcomes while building capability and leading teams through growth and change.
Meera co-founded Propel Design, a strategic research, design, and delivery consultancy in late 2020. She has 15 years of experience in service design, inclusive design, and product management across the private, non-profit, and public sectors in both the UK and Australia.
Meera is particularly interested in policy and social design. After a stint in the Australian Public Service, Meera was appointed as a senior policy adviser to the NSW Minister for Customer Service, Hon. Victor Dominello MP. In this role, she played a part in NSW’s response to the COVID pandemic, flexing her design leadership skills in a new, challenging, and important context.
Contact Details:
Email address: meera@propeldesign.com.au
From funding to delivery: ensuring alignment from start to finish 🏁🎉👏
Meera’s talk explores a fascinating case study within the Department of Employment Services (Australia) where a substantial funding investment of around $300 million set the stage for a transformative journey. This funding supported the delivery of a revamped Employment Services Model, which had the goal of delivering better services to job seekers and employers, and a better system for providers within this system. The project had a focus on aligning teams prior to delivery, which resulted in a huge amount of groundwork for Meera.
Her journey involved engaging various stakeholders within the department, including executives, to understand the program as a whole and what exactly needed to be delivered. “Traceability” became the watchword for this project, which is laid out in three phases.
- Phase 1: Aligning key deliverables
- Phase 2: Ensuring delivery readiness
- Phase 3: Building sustainable work practices
Phase 1: Aligning key deliverables 🧮
Research and discovery (pre-delivery)
Meera’s work initially meant conducting extensive research and engagement with executives, product managers, researchers, designers, and policymakers. Through this process, a common theme was identified – the urgent (and perhaps misguided) need to start delivering! Often, organizations focus on obtaining funding without adequately understanding the complexities involved in delivering the right services to the right users, leading to half-baked delivery.
After this initial research, some general themes started to emerge:
- Assumptions were made that still needed validation
- Teams weren’t entirely sure that they understood the user’s needs
- A lack of holistic understanding of how much research and design was needed
The conclusion of this phase was that “what” needed to be delivered wasn’t clearly defined. The same was true for “how” it would be delivered.
Traceability
Meera’s journey heavily revolved around the concept of "traceability” and sought to ensure that every step taken within the department was aligned with the ultimate goal of improving employment services. Traceability meant having a clear origin and development path for every decision and action taken. This is particularly important when spending taxpayer dollars!
So, over the course of eight weeks (which turned out to be much longer), the team went through a process of combing through documents in an effort to bring everything together to make sense of the program as a whole. This involved some planning, user journey mapping, and testing and refinement.
Documenting Key Artifacts
Numerous artifacts and documents played a crucial role in shaping decisions. Meera and her team gathered and organized these artifacts, including policy requirements, legislation, business cases, product and program roadmaps, service maps, and blueprints. The team also included prior research insights and vision documents which helped to shape a holistic view of the required output.
After an effort of combing through the program documents and laying everything out, it became clear that there were a lot of gaps and a LOT to do.
Prioritising tasks
As a result of these gaps, a process of task prioritization was necessary. Tasks were categorized based on a series of factors and then mapped out based on things like user touch points, pain points, features, business policy, and technical capabilities.
This then enabled Meera and the team to create Product Summary Tiles. These tiles meant that each product team had its own summary ahead of a series of planning sessions. It gave them as much context (provided by the traceability exercise) as possible to help with planning. Essentially, these tiles provided teams with a comprehensive overview of their projects i.e. what their user needs, what certain policies require them to deliver, etc.
Phase 2: Ensuring delivery readiness 🙌🏻
Meera wanted every team to feel confident that we weren’t doing too much or too little in order to design and build the right service, the right way.
Standard design and research check-ins were well adopted, which was a great start, but Meera and the team also built a Delivery Readiness Tool. It was used to assess a team's readiness to move forward with a project. This tool includes questions related to the development phase, user research, alignment with the business case, consideration of policy requirements, and more. Ultimately, it ensures that teams have considered all necessary factors before progressing further.
Phase 3: Building sustainable work practices 🍃
As the program progressed, several sustainable work practices emerged which Government executives were keen to retain going forward.
Some of these included:
- ResearchOps Practice: The team established a research operations practice, streamlining research efforts and ensuring that ongoing research was conducted efficiently and effectively.
- Consistent Design Artifacts: Templates and consistent design artifacts were created, reducing friction and ensuring that teams going forward started from a common baseline.
- Design Authority and Ways of Working: A design authority was established to elevate and share best practices across the program.
- Centralized and Decentralized Team Models: The program showcased the effectiveness of a combination of centralized and decentralized team models. A central design team provided guidance and support, while service design leads within specific service lines ensured alignment and consistency.
Why it matters 🔥
Meera's journey serves as a valuable resource for those working on complex design programs, emphasizing the significance of aligning diverse stakeholders and maintaining traceability. Alignment and traceability are critical to ensuring that programs never lose sight of the problem they’re trying to solve, both from the user and organization’s perspective. They’re also critical to delivering on time and within budget!
Traceability key takeaways 🥡
- Early Alignment Matters: While early alignment is ideal, it's never too late to embark on a traceability journey. It can uncover gaps, increase confidence in decision-making, and ensure that the right services are delivered.
- Identify and audit: You never know what artifacts will shape your journey. Identify everything early, and don’t be afraid to get clarity on things you’re not sure about.
- Conducting traceability is always worthwhile: Even if you don’t find many gaps in your program, you will at least gain a high level of confidence that your delivery is focused on the right things.
Delivery readiness key takeaways 🥡
- Skills Mix is Vital: Assess and adapt team member roles to match their skills and experiences, ensuring they are positioned optimally.
- Not Everyone Shares the Same Passion: Recognize that not everyone will share the same level of passion for design and research. Make the relevance of these practices clear to all team members.
Sustainability key takeaways 🥡
- One Size Doesn't Fit All: Tailor methodologies, templates, and practices to the specific needs of your organization.
- Collaboration is Key: Foster a sense of community and collective responsibility within teams, encouraging shared ownership of project outcomes.
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