A major charity found that many of the internal-facing applications developed by their IT Services department weren’t meeting user needs — and thus weren’t fulfilling business goals. They reached out for help, first to assess the department’s readiness for design thinking, then to train and socialize scrum teams and business partners in design thinking. As head of the Lokion team, I:
- Conducted more than 40 interviews with department leaders, product owners, scrum team members, and business partners across the enterprise to assess the department’s current user-engagement practices, and recommended the best approach to training and socializing.
- Co-facilitated workshops to train more than 220 individuals — including leaders, scrum team members, and business partners — in design thinking tools and concepts.
- Assisted teams in creating more than 50 personas and 25 journey maps to help them better understand users and their needs.
- Conducted weekly drop-in sessions for leaders, team members, and business partners to bring their day-to-day design thinking-related questions.
- Co-facilitated nine “lean coffee” follow-up discussions for workshop attendees.
- Wrote scripts and team discussion guides for a dozen training videos on design thinking topics.
David Mabury, UX Leader and Mentor 