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HELLO,
Unsplash | Dmitry Osipenko
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We are a compassionate,
strategic design consultancy
focusing on creating positive
change from within complex
systems and all our projects align
to the UN Sustainability
Development Goals.
linkedin.com/in/elizabeth-adcock/
It’s me
Liz
GM of Digital
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Positive change
Within complex systems
Unsplash | Alex Alvarez
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UX AUSTRALIA 2022 Melbourne
linkedin.com/in/elizabeth-adcock/
Presented by Liz Adcock
Enterprise service design
for Government: De-risking the
design and delivery of digital
services and the challenges of
moving towards an Agile
delivery approach
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UX AUSTRALIA 2022 Melbourne
linkedin.com/in/elizabeth-adcock/
Presented by Liz Adcock
Enterprise service design
for Government
De-risking the design and delivery of digital
services and the challenges of moving
towards an Agile delivery approach
Unsplash | FabrikaPhoto
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Can we design better government
services that have continuous
quick and positive impacts?
Unsplash | Mauro Mora | Nathan Anderson
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1. Enterprise service
design? Why?
2. De-risking the design
and delivery
3. Challenges of adopting
an Agile approach
Enterprise Service Design
Unsplash | Radek Jedynak | Victor | Sebastiaan Stam
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1. Enterprise service
design? Why?
2. De-risking the design
and delivery
3. Challenges of adopting
an Agile approach
Enterprise Service Design
Unsplash | Radek Jedynak | Victor | Sebastiaan Stam
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1. Enterprise service
design? Why?
2. De-risking the design
and delivery
3. Challenges of adopting
an Agile approach
Enterprise Service Design
Unsplash | Radek Jedynak | Victor | Sebastiaan Stam
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Service design enables us to
unpack the key elements and
opens up thinking about what we
do and why, to articulate the
service end to end
“
“
- Andy
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What is Enterprise service design?
And how does it differ with service
design?
Unsplash | Kevin Matos | Israel Andrade | Scott Graham
Enterprise Service Design
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Service design
Enterprise Service Design
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Enterprise Service Design
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Complex system
Complex systems are
unpredictable
The Newman Design Squiggle
Many independent parts with differen
relationships; Messy middle
Dynamic, even organic
Enterprise Service Design
Photo | ThinkPlace Cafe wall
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The messy middle
The Newman Design Squiggle
Strategy level
Project level
Enterprise Service Design
Research + Synthesis Concept/Prototype Design Innovation
Start of project
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Strategy level
Project level
Research + Synthesis Concept/Prototype Innovation
Start of project
The Newman Design Squiggle
Zooming in & out
Enterprise Service Design
The messy middle
Connecting the strategy to
the project deliveries
Breaking the silos
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DELIVERY
SERVICE PRODUCT
CHANNEL
Layers of design
Enterprise Service Design
EXPERIENCE
STRATEGY
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Elements
of design
layers
VISIBLE LAYER
DELIVERY LAYER
Enterprise Service Design
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APPETITE TO CHANGE
MOTIVATION
DRIVE
CULTURE
MINDSET
BUY IN
HIGH
LOW
HIGH
LOW
Enterprise Service Design
Elements
of design
layers
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1. Navigating the
complexity
2. Prioritising for the
greatest success
3. Co-design, change and
communication
De-risking design and delivery
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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1. Navigating the
complexity
2. Prioritising for the
greatest success
3. Co-design, change and
communication
De-risking design and delivery
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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1. Navigating the
complexity
2. Prioritising for the
greatest success
3. Co-design, change and
communication
De-risking design and delivery
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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De-risking the design and delivery
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Government
Departments
generally contain
siloed operations and
business areas that
don’t align to the
services they deliver
to citizens
Unsplash | Dmitry Osipenko
De-risking the design and delivery
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It’s (service blueprint) the path
from abstract to action – both
points of reference to guide
teams to delivering value
“
“
- Nicole.C
De-risking the design and delivery
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From abstract
to action
Aligning the services Government
delivers to its customers, the citizens
De-risking the design and delivery
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Siloed operations
Lack of communication
Lack of shared vision/direction
Set date to delivery new services
PROGRAM CURRENT STATE
De-risking the design and delivery
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Shared intent and vision
Stakeholders mapped and planned
Prior research, information/data and
competitor analysis
DEEP DIVE INTO THE COMPLEXITY
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Over 48 documents
Approx. 19 workshops
47 one on ones
FIND ALL THE KNOWNS AND UNKNOWNS
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De-risking the design and delivery
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De-risking the design and delivery
The Service blueprint
Find all the
outcomes and needs
for the front stage
(customers) and
back stage (business
teams) layers and all
the enablers that will
allow the service to
function
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De-risking the design and delivery
The Service blueprint
Service stages Setup Access and manage Enquiry Registration Identification Assessment Notification Payments
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This is a team activity!
1. Co-design to get the information quicker
2. You can validate and collect information at the same time!
3. Communicate the change and impacts so everyone
understands the people who will be using and impacted by
the service
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Like most other capabilities I feel that SD has an important part
to play in building better services, in a government context it’s
vitally important – our customers can be the country’s most
vulnerable citizens and we owe it to them to always do better.
Service blueprints have always resonated with me – I like being
able to see the entire experience and how the service fits
together, it can also help prioritise where the greatest
opportunities are for success
“
“
- Nicole.C
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De-risking the design and delivery
The Service blueprint
Service stages Setup Access and manage Enquiry Registration Identification Assessment Notification Payments
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De-risking the design and delivery
Harvest the blueprint
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We could see the transitions that were
going to be difficult, we could see the
service journey and describe the features,
the descriptions and then the user stories
to help the development team build to the
right acceptance criteria
“
“
- Andy
De-risking the design and delivery
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De-risking the design and delivery
The Service blueprint
Service stages Setup Access and manage Enquiry Registration Identification Assessment Notification Payments
Service blueprinting
1. Understand and map out all the layers of design
2. Harvest and prioritise the work (Get out that MVP)
4. Identify the implementation blockers and plan the work
(TIP: User story mapping!)
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- Digital Victoria CEO Michael McNamara
New digital projects, were best run as pilots
rather than multi-year, costly investments…to
de-risked the initial investment and enabled
government to move faster.
“
“
- Victor Dominello
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Co-design,
usability testing
and prioritising
De-risking the design and delivery
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I like that it’s (the Agile approach) a structured
and consistent approach, it allows you to
prioritise, to delegate, to support each other. I like
that about agile and the methodology is accepted
by the team and the team are empowered to do
what they need to.
“
“
- Andy
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1. Accepted process and
methodology
2. Planning openly and
being transparent
3. Change and
communication
Challenges of adopting an Agile approach
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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1. Accepted process and
methodology
2. Planning openly and
being transparent
3. Change and
communication
Challenges of adopting an Agile approach
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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1. Accepted process and
methodology
2. Planning openly and
being transparent
3. Change and
communication
Challenges of adopting an Agile approach
Unsplash | Clay Banks | Charlotte Karlsen | Markos Mant
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AGILE ADOPTION INTO A NEW PROGRAM
De-risking the design and delivery
Agile maturity low
No prior use or training of approach
Lack of buy in and appetite to use
No alignment to reporting
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Where it doesn’t work well is when Agile is
framework or approach driven and not mindset
driven. It (Agile) should give multidisciplinary
teams the power to do what they need to deliver.
“
“
- Dan
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Accepted process and
methodology
Challenges of adopting an Agile approach
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Some ceremonies are pain in the butt, but some
were really powerful in helping adopt change
and allowed the team to be empowered to do
the things needed and it gave them agency over
their work
“
“
- Andy
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Challenges of adopting an Agile approach
Daily Standups
Sprint Planning
Sprint review
Sprint retro
Planning openly and
being transparent
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Change and
communication
Challenges of adopting an Agile approach
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Mindsets don’t change the minute someone suggests
Agile – make sure you are adopting it for the right
reasons – does it make sense in your context – what
would work and not work for your environment?
Agile ≠ Standups and planning – nor is it hybrid – find
ways of working that complement governance structures
which are typically more traditional.
“
“
- Nicole.C
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SO….Can we design better
government services that have
continuous quick and positive
impacts?
Unsplash | Mauro Mora | Nathan Anderson
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• Mapping the complexity and
harvesting the work together
(Service blueprints)
• Continuous co-designing, testing,
communicating
• Planning openly, transparently and
together
• Building and improving empowered
teams
YES WE CAN!
Unsplash | Jose Martin | Clay Banks | Randy Faith
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Thanks
UX AUSTRALIA 2022 Melbourne
linkedin.com/in/elizabeth-adcock/
Presented by Liz Adcock
Unsplash | Clay Banks