Transforming Gov innovation with journey map ops
April 2025
When NOT shipping is a win: empowering health program through insights intelligence leading to purposeful pivot saving ≈$12M in rework
Objectives
I was a Senior Designer at the time, lucky to be surrounded by people who modelled real leadership … curiosity, proactiveness, empowerment and humility. After discussing the power of Journey Mapping with a few Principal Designers (James and Paul), we set on exploring how would implementing Journey Maps Ops could look like in gov.
We knew that our teams are 'masters' of our product and identifying problems within the constraints of it, however we also knew we have a few limitations, with lack of understanding things holistically outside the constraints of our product as a primary one. That itself let to:
Approach and process
Seizing the opportunity
To kick-things of we started by having multiple co-design workshops to unpack what we know and what we don't … what our assumptions are and what would we need to validate.
During the workshops we the first thing we realised was that the "typical" customer journey map or service blue print won't cut it for the context in which our leaders and teams were making decision. We needed to amalgamate them and add lenses that serve higher leadership.
Driving strategic innovation long term needed :
→ Single source of truth for people’s pain points, jobs to be done, and OKRs
→ Tangible artefact for assumptions, story-telling, and influencing
→ provide comprehensive view of our resident’s life journey allowing us to identify areas for innovation and improving people’s interactions with government
Impact
$12 M
forecasted savings
4.7 x ROI
on research investment through risk mitigation
👉 Long-Term Strategic Planning
👉 Building bridges between organisational silos
👉 Value-driven map to identify high impact areas
MY ROLE
Service
Strategy
end-to-end Design
the team behind
