For legacy organizations, digital transformation can be a daunting task. Ingrained behaviour, a traditional culture, organizational structures, and team capabilities can make digital transformation seem like a pipe dream. But it’s not. Our system strategy framework sets the foundation for activities and learnings that can make an immediate—and growing—impact towards improving service delivery and customer experience.
“We identified current state and future state goals based on real-world personas and digital access scenarios from across the province.”
We worked with Ontario’s major public sector benefits provider to uncover short-term and long-term opportunities to deliver improved service to benefits seekers. By first conducting the research necessary to understand the customer journey of current and potential benefit seekers across a variety of programs, we successfully identified current state and future state goals based on real-world personas and digital access scenarios from across the province.
Digging deep into current program delivery models—and existing digital products, from web-only to mobile-tuned apps—we were able to identify and coach the various program delivery teams through best practices and ongoing approaches to bring improved products to market and refine existing products to improve adoption and engagement.