What this often looks like:

Planning research and discovery including identifying methods to explore service systems end-to-end.

Engaging people at every level including understanding experiences across beneficiaries, staff, organizations, leadership, stakeholders, and policy.

Translating results into recommendations and synthesizing feedback into clear, actionable guidance.

Building trust and reciprocity in engagement and creating space for honest input and lasting relationships.

What this often looks like:

Creating maps, blueprints, diagrams, models, and visualizing complexity to understand systems, policies, and to guide solutions.

Prototyping and testing with people to quickly develop and iterate ideas using frequent feedback.

Designing across channels and touchpoints to ensure consistent, clear service experiences online and in-person.

Supporting implementation planning and using visualizations to support decision-making, role clarity, and timeline creation for delivery across disciplines.

What this often looks like:

Aligning delivery with policy and organizational goals and
connecting daily work to broader mandates and outcomes.

Creating governance and decision-making structures to enable clarity, feedback loops, and responsive decisions.

Establishing a product operating model to support how teams prioritize, deliver, and iterate services including aligning roles, rhythms, and responsibilities around needs and outcomes.

Scaling what works and adapting and extending proven approaches across contexts.

Supporting adaptive learning cultures and helping teams learn from delivery and adjust in real time.