Transforming a 200 year old organisation
Socialising our design led approach through workshops
PROJECT: Enterprise wide transformation
ROLE: Service Designer
TIME: 1 year, 2018-19
Westpac are on a transformation journey to become a more service-orientated and customer-centric organisation.
“To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow.”
There is a recognised need to have a unified approach to transformation that can be applied enterprise wide. To achieve this, we:
Gained a holistic understanding of the challenges faced by the organisation today to achieve our transformation goals
Developed a model of a holistic problem solving approach that aims to bring out the best in our people
Identified propositions that support a human centred way of working and are aligned with achieving our vision
Socialised our views, ran capability building workshops and built endorsement for our approach
Working on this project, I exercised thinking and problem solving at the scale of an enterprise as a whole. I also experienced navigating the internal challenges an established company faces when attempting to change.