Inside out: designing transformation around the people living it
How to start from the inside. Understand how the people inside the organisation actually work – their processes, their pain points, their knowledge, their capacity for change – and design the transformation around that reality. Not because internal experience matters more than external experience, but because internal experience determines external experience.
What service design brings to change management
Most change management follows a familiar sequence. Stakeholder analysis. Communications plan. Training schedule. Go-live date. Then a period of hoping people adopt the new way of working before the programme team moves on.