September 2022 to June 2023
I joined the Digital Service Design Office team at the Department of Transport and Main Roads (TMR) as a Design Lead, where I led the co-design of the **Digital Service Design Playbook.** The playbook is designed to uplift digital capability across the full organisation. This project was a significant success, earning recognition in the **Queensland Good Design Awards** for its excellence in Service Design and digital innovation.
Across 9 months, our small but mighty team created 24 dynamic plays to support divergent and convergent thinking for different stages of service/product development.
My work as a Design Lead included frequent stakeholder engagement, and designing and running a series of tailored, energising workshops that empowered TMR teams to think creatively, collaborate effectively, and apply design thinking principles to real-world challenges.
My facilitation style aimed at inspiring confidence and instilling a culture of innovation, ensuring teams could independently tackle future service improvements. I navigated TMR's complex organisational structure, fostering genuine connections and aligning strategic goals with user needs. Most of our workshops were run remotely, but we also found time to get together in person to collaborate creative challenges.
To form a holistic playbook package, we strategically developed resources that can be used remotely or in-person, with accessibility in mind. This included Miro boards, print-friendly templates, as well as spreadsheets for people that prefer different ways of working in a remote setting. Each play contain step-by-step instructions and useful tips to prepare and facilitate personalised workshops. Additionally, the Digital Service Design Playbook website pages include information and clear guidance about each play in detail with links to additional resources.
Strategic enhancements to the playbook included intuitive templates with comprehensive user guidance, making complex design processes accessible and practical. Each play within the playbook was crafted to encourage collaboration, inspire creativity and deliver joyful experiences.
Image: Screen shot of a workshop activity flow in Miro
Image: Guides to help the user to prepare and facilitate a workshop effectively.