UXA2022 Day 1; Liz Adcock - Enterprise Service Design for Government: De-risking the design and delivery of digital services

The proliferation of digital transformation in governments in recent years has been fuelled by the increase in demand for better citizen-centric digital products and services and the ability to access new technologies and innovations to boost efficiency and productivity. How can Government move at pace with the demand? How can Government Departments and Agencies make the steps towards more efficient and seamless delivery of digital transformation and change to produce value for internal business operation and external citizen value? And how an agile approach can de-risk the delivery.

Transcript

1. HELLO, Unsplash | Dmitry Osipenko
2. 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
3. Positive change Within complex systems Unsplash | Alex Alvarez
4. 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
5. 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
6. Can we design better government services that have continuous quick and positive impacts? Unsplash | Mauro Mora | Nathan Anderson
7. 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
8. 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
9. 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
10. 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
11. What is Enterprise service design? And how does it differ with service design? Unsplash | Kevin Matos | Israel Andrade | Scott Graham Enterprise Service Design
12. Service design Enterprise Service Design
13. Enterprise Service Design
14. 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
15. The messy middle The Newman Design Squiggle Strategy level Project level Enterprise Service Design Research + Synthesis Concept/Prototype Design Innovation Start of project
16. 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
17. DELIVERY SERVICE PRODUCT CHANNEL Layers of design Enterprise Service Design EXPERIENCE STRATEGY
18. Elements of design layers VISIBLE LAYER DELIVERY LAYER Enterprise Service Design
19. APPETITE TO CHANGE MOTIVATION DRIVE CULTURE MINDSET BUY IN HIGH LOW HIGH LOW Enterprise Service Design Elements of design layers
20. 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
21. 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
22. 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
23. De-risking the design and delivery
24. 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
25. 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
26. From abstract to action Aligning the services Government delivers to its customers, the citizens De-risking the design and delivery
27. 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
28. Shared intent and vision Stakeholders mapped and planned Prior research, information/data and competitor analysis DEEP DIVE INTO THE COMPLEXITY
29. Over 48 documents Approx. 19 workshops 47 one on ones FIND ALL THE KNOWNS AND UNKNOWNS
30. De-risking the design and delivery
31. 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
32. De-risking the design and delivery The Service blueprint Service stages Setup Access and manage Enquiry Registration Identification Assessment Notification Payments
33. 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
34. 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
35. De-risking the design and delivery The Service blueprint Service stages Setup Access and manage Enquiry Registration Identification Assessment Notification Payments
36. De-risking the design and delivery Harvest the blueprint
37. 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
38. 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!)
39. - 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
40. Co-design, usability testing and prioritising De-risking the design and delivery
41. 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
42. 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
43. 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
44. 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
45. 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
46. 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
47. Accepted process and methodology Challenges of adopting an Agile approach
48. 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
49. Challenges of adopting an Agile approach Daily Standups Sprint Planning Sprint review Sprint retro Planning openly and being transparent
50. Change and communication Challenges of adopting an Agile approach
51. 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
52. SO….Can we design better government services that have continuous quick and positive impacts? Unsplash | Mauro Mora | Nathan Anderson
53. • 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
54. Thanks UX AUSTRALIA 2022 Melbourne linkedin.com/in/elizabeth-adcock/ Presented by Liz Adcock Unsplash | Clay Banks