Case Study
Operational Policy Redesign
Mimosa Partners was engaged by an education provider to lead the service design capability in the delivery of a new policy library and all associated operational policies.
What we did
Mimosa Partners were brought on board to lead a team of service designers who worked hand-in-hand with the policy team, and broader organisation, to deliver more user-centric policies that were easier to find and understand.
A standard process was followed by across research, design and usability testing with the ability to tailor it to meet individual policy needs. Stakeholder across the organisation and customers were engaged throughout.
Mimosa Partners also provided Program Management and Implementation leadership, acting as the business owner to guide technology development and provide oversight and direction for operational roll out and publishing of policies.
What we found
The clients’ objective was ambitious but achievable. A collaborative approach was needed to bring the teams together towards the end goal, which was achieved through design techniques and cross functional workshopping.
While a HCD process was desirable, time constraints on the program meant this had to be fit for purpose and align with the environment we were operating within. The design team effectively adjusted and focused on where we could add the most value - providing a pragmatic approach to design.
