After collaborating to create and pilot a consumer experience model and innovation process for product improvement, we were asked to support the scale-up of the approach across our client’s organisation in key regions.
We first identified potential process leaders: innovators with previous experience as project contributors, a passion for the process and the right facilitation skills. We then codified the knowledge and skills needed to run each process step, and a created a series of training exercises and materials. After running a two day ‘learning by doing’ training programme, we remotely supported the community’s first efforts to lead the process, through weekly coaching sessions and an end-of-project debrief.
Three years on, the process leaders continue to lead experience design projects in a consistent way, with new recruits trained on demand and supported by this community of practice.
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