Role: Service Design Lead
Year completed: 2019
Problem
RMIT’s objective was to create a scalable and sustainable model to improve graduate outcomes and drive growth across Industry and Global placements.
Industry and Global placements sit at the core of RMIT’s value proposition preparing students for life and work as part of their 2020 strategy.
The project was also the pilot customer journeys program, delivered through our cross-functional project team. A human-centred design approach was used to research students, partners, and staff experiences to create innovative and tailored solutions.
I led two design squads, designed to deliver the service experience for Industry and Global placements across 3 customer segments and 5 key disciplines.
Approach
- To do this a human-centred service design approach was chosen to gain a deep understanding of the people we are designing for and with this create better, more tailored and innovative solutions
- This work was delivered through a customer-led approach by a multidisciplinary team which assisted in implementing and optimising organisational capabilities with speed and impact
- My role was to set up, guide and align the team and the organisation to support the implementation of customer journeys University-wide
- We utilised a LEAN research approach and introduced some qualitative and quantitative research to fulfil the project scope once we had a baseline understanding of the problem space
- We held workshops and interviews across the business across 5 disciplines to understand the similarities and differences and discover if a unified approach was possible
- We used human centred and strategic design methods from discovery through to delivery
- We engaged stakeholder groups across disciplines through weekly share-backs, ongoing workshops and social events
- We created a change team to manage the program
- We engaged in a competitor and leading practice analysis and reporting
Outcome
- We designed the current state via service blueprints through stakeholder workshops across 5 disciplines
- We designed the future state via blueprints, journeys, and customer frameworks in support of trends, insights, and exemplar research to communicate and validate the new program design
- We helped the business prioritise the work via a prioritisation matrix, including an initiatives charter, a phased roadmap, change management impact assessments, a comms strategy, and conceptual architecture for MVP deliverables
- We worked with other teams to implement peripheral projects and assess their roles in the context of Service Design customer journeys
At #247, RMIT ranks in the top 1 per cent of global universities in the 2017-18 QS World University Rankings. In the prestigious Academic Ranking of World Universities (ARWU) 2017, RMIT is ranked among the world’s top 200 universities in five subjects. RMIT is also ranked in the world’s top 500 universities in the Times Higher Education (THE) World University Rankings 2017. RMIT is 12th in the world for Art and Design which is the highest ranked in Australia.