INDUSTRY
Financial Investing and Consulting
DESIGN CATEGORY
Program Design
Service Design
SCOPE
Strategic Planning
Program Identity
Process and Systems
TOOLS
Empathy Mapping
Assumption Grid
Experience Diagramming
Scenario Mapping
Roadmapping
The Problem:
THIS GLOBAL ASSOCIATION'S BUSINESS RESOURCE GROUP (BRG) WAS MISUNDERSTOOD BY THE VERY PEOPLE IT WAS INTENDED TO SERVE.
WHAT YOU WANT TO KNOW:
A Business Resource Group (BRG) is program that offers resources and supports specific demographics of people within an organization. Our client's BRG was on life support. Due to a preemptive launch and the incomplete development of its intended purpose, it disproportionately served one demographic over others, leaving company employees from diverse, international backgrounds feeling alienated, underserved, and confused.
WHO'S THE CLIENT
Our client is a global financial association for investment management professionals.
The Design Challenge
What would it look like if the BRG had a clarified scope, rediscovered its core messaging, and had sustainable engagement services?
Our Design Process Provided...
A UNIFIED PROGRAM IDENTITY
SUSTAINABLE SERVICE OFFERINGS
ACTIONABLE STEPS FOR PROGRAM IMPLEMENTATION
Program and Service Design
PROGRAM & SERVICE DESIGN IS AN ITERATIVE PROCESS THAT AN ORGANIZATION USES TO DEVELOP A PROGRAM AND ITS SERVICES FROM TOP TO BOTTOM.
IT'S A PLAN OF ACTION THAT'S REQUIRES TAKING A HOLISTIC VIEW OF ALL THE RELATED ACTORS, THEIR INTERACTIONS, AND SUPPORTING MATERIALS AND INFRASTRUCTURES TO BUILD THE PROGRAM AND ITS SERVICES FORWARD.
WE PARTNERED WITH OUR CLIENT TO RECREATE A PROGRAM THAT OFFERED SERVICES THAT WILL FOSTER INCLUSIVITY, EMPOWERMENT, AND UPWARD MOBILITY WITHIN THE COMPANY.
UNDERSTAND
EMPATHIZE AND
DEFINE THE PROBLEM
Through a series of workshops on program identity, we were able to conduct empathy research with questionnaires, empathy maps, and diagrams for company understanding. We unearthed a treasure trove of information to understand our client's problem, calling us to...
-Discover Brand Attributes to visualize future personality of the BRG program
-Create a Brand Statement
EXPLORE
GENERATE AND
PROTOTYPE IDEAS
Through a workshop focusing on program strategy, we created experience diagrams on three new service offerings, blueprinting pathways for service success through...
-Uncovering Service Offerings
-Clustering Ideas together
-Scenario Mapping to organize clustered info into a long-term plan
-Creating Roadmaps for the service execution that would drive the program forward
MATERIALIZE
TEST AND
IMPLEMENT IDEAS
We ultimately provided a revitalized program with clarity and a focus on inclusivity, delivering...
- Communication and Messaging Guide
- Program Identity
- Blueprint fo service offering implementation
The Outcome
THIS PROGRAM'S WELL ON ITS WAY! WITH A NEW BLUEPRINT FOR PROGRAM AND SERVICE IMPLEMENTATION, IT NOW POSSESSES A CONCRETE PATHWAY TO BE THE ORGANIZATIONS NORTH STAR. IMPLEMENTING ITS DISCOVERY PROCESS, INCLUSION SERVICES, AND ENGAGED MESSAGING THE PROGRAMS HAS BECOME THE PILLAR TO LEAD NEW LEARNING AMONGST OTHER INTERNATIONAL BRANCHES OF THE ORGANIZATION.
The Impacts
We gave people a voice, a space, and the power to navigate their organization with confidence. Through recreating the intended identity of the BRG, people of color within the internationally recognized investment association now have resources through which they can voice their experiences with diversity, leaving employees feeling…
“We have a greater direction for a program that was on life support!”
“The conversations and engagement were so invigorating I didn’t even realize I was doing work. That’s how work ought to be!”
