Taking the Culture out of the Lab and Into the Office: A "Non-Lab" Approach to Public Service Transformation

Ryan Hum, National Energy Board, Paul Thibaudeau
2019 Insider Knowledge - Proceedings of the Design Research Society Learn X Design Conference, 2019   unpublished
Over the years, innovation labs have come and gone in public sector organizations. At Immigration, Refugees and Citizenship Canada, one low-key, co-design project over-delivered on client insights, service experience improvements and operational efficiencies. This case study shares one department's success in embedding human-centred design into organizational culture by: competing against graduate design students, co-designing across the organization (from call agents to policy, immigration
more » ... cers, and communications), creating a design project alumni community, and adhering to rigorous measurement and experimentation. The case study will share opportunities and challenges that emerged from the process of embedding human-centred design (via a "non-innovation lab") into the department.
doi:10.21606/learnxdesign.2019.09011 fatcat:6vwdwrot6neupbn4l3hm5evfee