You are looking to:

• Move from ideas to evaluated, refined and implementable solutions
• Scope and build a business case for a service concept
• Provide more details to demonstrate the value of a service concept to key stakeholders
• Bring together separate but related initiatives to support a common desired outcome
• Address an issue or problem that cuts across multiple organisations
• Chart a plan for improving a service over time

We can help by:

• Clarifying the intent and value proposition of your innovation initiative
• Matching the expected innovation outcome to the appropriate methodology
• Conducting user research to understand the current service experience or service need
• Using experience frameworks to generate ideas for improvement, evolution or transformation
• Ideating integrated concepts, which strengthen each other
• Assessing how different initiatives currently underway will contribute to a holistic outcome
• Evaluating concepts from different perspectives
• Aligning stakeholders around a compelling story of the intended change and its value

What we have done:

• We were asked by a not-for-profit organisation to evaluate an online service, develop recommendations for increased service uptake, and design the next service version.
• We conducted executive interviews to clarify the service intent. We conducted a principles-based experience to intent gap review. We interviewed service users and non-users to map the value network, involving service providers, funding agencies and end users. We applied a compelling experience framework to identify, organise and evaluate potential new features and functions. We used these inputs to crystallise a value proposition for the service that could evolve and grow over time, and we proposed new features and functions to support this.
• The result was an innovation roadmap for short-term improvements, medium-term service evolution and long-term service transformation; and a solution description for the next service version. We did this work in a compressed time frame, by applying rapid-iteration design practices and innovation expertise.

Examples of what we produce:

• Concept maps
• Organising user experience frameworks
• Structured concept descriptions
• Solution system maps
• Innovation roadmaps
• Change initiative audits