How will we deliver this work?
To help us improve processes and design services within a complex institution, we use a design process based on the Design Council’s Double Diamond. An agile process allows us to fully understand the problems faced and deliver meaningful solutions.
This visual representation of the design process is a structured approach which tackles challenges in four phases:
- Discover insight into the problem
- Define the area to focus upon
- Develop potential solutions
- Deliver and embed solutions that work
Understanding the 'As-Is'
The focus of the Discovery Phase was to develop an understanding of existing processes, services and the user experience.
As-Is workshops were held with staff across the University to identify potential areas for improvement
Student feedback identified which process improvements would have the most impact on the student experience
Defining the scope
Using the insights and data gathered during the Discovery Phase, we were able to identify priority areas and define the scope for improvement.
Heatmap model and data analysis identified areas of priority
Priority areas agreed
Developing the programme
During the Develop Phase, the team has focussed on developing the process improvement methodology and the governance required to ensure we are ready for successful project delivery.
Process improvement methodology agreed