Our approach applies a methodology framework, founded in protocol and best practices, that we flex to guide our engagements and develop our solutions. We call it The Logical Approach, and while there’s an aspect of it that aligns to life-cycle methodology – such as Agile – our engagements are broader than specified design and development.
We begin with Strategize – a critical phase of business discovery, in which our clients’ organizational goals, challenges, and opportunities are researched and discussed with senior business stakeholders. Participation from the corporate functions, the businesses, and regions are commonplace as we look across the organization to understand the vantage points, the common challenges, and the relevant variabilities.
Because our solutions are an integral part of the business model and ecosystem, Strategize enables us to establish a crisp line of sight to marketplace, business, and people agendas that are essential in informing our engagement approach. Early discovery also includes constituent profiling, voice of the customer perspectives, and an impact analysis of the existing state of technology tools, assets, and standards.
In this early phase, consensus and business sponsorship is established. Our consumers begin to come into focus. Senior IT relationships are forged and process and methodology discussions begin. The future state is imagined, initially visualized, and directionally validated. A rough roadmap is set, and the next steps of establishing the program for initial design are planned.
The journey begins — an engagement of business strategy and organizational design that must maintain its business-people-operational sustainability balance throughout all subsequent phases.
Helping organizations adapt, innovate, achieve and sustain
Enabling and engaging business consumers in new work models
A flexible approach – protocols, practices, and design artifacts – coupled with mature processes
Expecting the unexpected high variability by building resiliency and adaptability into the solution
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Envision the solution and its evolution
Our goals in Strategize are to understand organizational priorities, and visualize potential opportunities. Our team works with yours in a strategic research and discovery process that leads to envisioning a comprehensive idea.
We talk to business leaders and business consumers around the organization to understand what’s driving the business and what’s challenging people. We model early design concepts and iteratively develop ideas into a directional solution. We assess change implications and understand sustainability risks or impacts.
We visualize and define the future state. An iterative approach and roadmap are created to guide progress toward this goal. We factor the critical aspect of our work related to global variability and other factors of relevance – both from the business and user dimensions. This attention to rational design begins early in our Strategize process and is deeply developed in subsequent phases.
Finally, we plan early for technology alignment and impact, partnering with IT in anticipation of next phase dependencies. We anticipate alternate routes to help minimize risk and optimize benefits.
Vision and solution defined
Roadmap factored and plotted
Stakeholders engaged and aligned
Strategic recommendations socialized
Critical success factors identified
Program relationships defined
Business case supported
Program outlined and aligned to roadmap
Define & design the solution
The Envision phase carries on where Strategize concludes – essentially starting with the target scope for the first design release, a set of agreed-upon goals and outcomes and directional visualizations. Business sponsorship continues to lead this phase, as the focus moves to solution definition and early experience design.
Business subject matter experts (SMEs) collaborate with LDS business and content analysts to define the to-be business model and related requirements. Organizational factors, business programs and operational processes are synthesized to define and characterize the emerging business system, its contexts and assets.
People are considered in the emerging business model in new work contexts and the initial design emerges. Typically, several iterations occur in which early ideas are considered, dismissed, and reimagined – until the innovation process gives way to an early but reliable design.
Critically, constituent feedback is gathered early and often as ideas of innovation become instantiated in people’s minds, actions, and behaviors. We can observe how these iterative interactions eventually move early concepts and ideas to become promising, relevant, and useful capabilities.
Envision concludes with the business solution definition, related requirements, and the initial design iterated and validated with business consumers and SMEs.
Roadmaps may be updated at the end of this phase as solution visibility is more certain. Scope may adjust due to business or technology factors of readiness or supportability. Program management, business alignment, and sponsorship continue to be critical to sustaining momentum and ensuring good outcomes.
Business design detailed, with input from SMEs
Solution characterized/aligned to business and user contexts
Architecture foundation defined, supportability agreements negotiated
Iterative release established
Business, content, and technology stakeholders involved
Stakeholders engaged as advocates and owners
Users recruited and engaged
Online relationships brokered with owners
Migration planning defined and impacted
Render the full design, with standards
Our goals in the Elaborate phase are to build on the solution definition and design established in the earlier Envision phase, and to prepare the solution and program for implementation. Our diverse team of business, content, design and architecture consultants work with business and technology stakeholders to complete the design, specify the functional and architectural details, and get ready for the build.
Prototypes and design artifacts are high fidelity at this phase, and business-related activities focus on specifying and fine-tuning myriad design details. Implications on core systems and vendor solutions to support integration and data requirements are finalized. Variability logic is established. The design is fully rationalized by the time we put pen to paper to specify it for implementation.
Consumer and focus groups are well-established programs at this stage, and the design moves through final design and validation to considerations for change management and adoption. These programs come together during this phase.
Migration plans are established and new governance models are defined and socialized.
Negotiations made in the earlier Envision phase are executed here with IT as design specifications are handed off to IT for implementation consideration and staging.
Solution realization and organizational planning dominates the later part of Elaborate, as our attention turns to partnering with business stakeholders to execute on content operations, change management, communication and governance plans.
Integrated experience design specified
Design rationalized to foundational technologies, operational goals
Design frameworks and standards established
Design artifacts/demo created
Consumer agreement reached
Content operations, migration plans and processes finalized
Smooth start to implementation ensured
Knowledge transfer of solution coordinated
Communication and change management programs under way
Design socialization and feedback managed
Adoption management and metrics established
Build and instantiate the solution, ready for launch
Our goal in this phase is to ensure a successful build and launch of the solution, in partnership with our business sponsors, stakeholders, and IT.
To do this, we provide program technical leadership and development resources needed to implement the digital solution based on the design created in earlier phases.
Our work with the business at this stage is critical. We act as a partner to plan and execute on global operational processes required to “stand up” the solution. This typically includes content management, design and authoring; developing embedded multimedia, animations and video used for design or change management purposes; and helping with or directing launch related communications.
At this phase of the program, our cumulative knowledge of the desired business impacts, solution design, constituent conditions, and operational readiness provides our partners exceptional value in realizing the fully-formed solution. As a result, we typically lead or support the myriad activities that happen during this busy time.
We offer a flexible range of participation, from oversight and assistance to full ownership of the front-end business solution development, and for handling key areas of the program. We can help align and plan the development process, be it based in Agile, Iterative or a more traditional software development methodology.
Foundational development creates and qualifies the front-end solution structures and integrations with back-end enterprise resources and systems. The content process engages owners and publishers until the solution is filled with business content and is ready for review.
The new solution enters the testing or quality assurance phase in which the release is reviewed against objectives and tweaked until it is accepted by the client. The iterative release then enters the deployment phase where it becomes available to end users.
Solution and foundation realized
Business and experience content designed and authored
Content publishers involved and facilitated
Content developed and published
Change management artifacts (demos, videos, etc.) designed and developed
User acceptance facilitated
Design and technology knowledge transfer planned
Adoption program defined
Governance processes designed
Business participation defined
Change management executed
Pre-launch communications and training performed
User-acceptance testing planned
Essential Day Two processes readied
Integrate the solution into the business ecosystem
Our goals in the Evolve phase are to maintain the business program, sustain the solution in production, and iterate the solution along its planned path. This is often a multi-phase effort that will take several iterations to fully realize the solution globally.
We advance the digital solution through iterative releases that rely on the roadmap (established in Strategize and updated here) conduct ongoing voice of the customer analysis to ensure the solution is addressing the changing needs of constituents; and consider technological and design innovations to support emerging requirements.
Evolve ensures that opportunities for experimentation and innovation are an integral part of the program. This experimentation process lends itself to realizing leapfrog and early innovations, and often comes through a combination of best practices and design thinking approaches. Ongoing dialogue with business consumers, environmental observation and live testing are all a part of the approach and mindset needed to keep the solution relevant.
Reuse and leveraged value are a key consideration, and UI/UX standards and toolkits are rationalized and updated at this time to ensure consistency of the experience and leveragability with other enterprise projects.
Finally, we work closely with business and program stakeholders to ensure change management and governance practices performed well leading up to the launch, and are operation ready and effective in production.
Strategy and Roadmap updated to track emergent business insights
Design innovation practices established
Operations assessed and optimized
Performance measured against success metrics
Design standards established
Governance structures and processes evolved
Experience Design Center of Excellence operationalized
Change management assessed and adapted
Business sponsor agreements and alignment reset against plans