NZ Enterprise Delivery
What is NZ Enterprise Delivery?
The New Zealand Enterprise Delivery (NZED) team is a group of project managers, portfolio managers, and leaders focused on standardising IAG (NZ)'s delivery approach to better meet evolving customer needs. Recognising the need for greater adaptability and effectiveness, the NZED team sought to upskill in design and creativity principles. With the support of the Design Community team, I collaborated with key stakeholders to create and facilitate the "Design and Creative Intelligence Deep Dive," a two-day hands-on session aimed at developing mindsets, skillsets, and toolsets in Human-Centred Design and Creative Intelligence. This initiative was followed by ongoing support to embed design practices into their workflows, ensuring they solve the right problems with the customer at the forefront.
Challenge
How might we help the New Zealand Enterprise Delivery Team remodel the enterprise delivery framework, impacting all NZ IAG brands, to become more human-centred and responsive to evolving customer needs?
Context: The Design Community (DC) team worked with a key stakeholder who looked after the New Zealand Enterprise Delivery (NZED) team’s development to create and facilitate the different sessions and materials.
Objectives:
Build NZED's capability in Design and Creative Intelligence to leverage the IAG Delivery Approach.
Grow confidence in open-minded and divergent thinking.
Provide a safe space for skill practice and feedback.
Enhance interviewing, ideation, and experimentation skills.
Foster a problem-focused mindset, not just solution.
Maintain focus on end-users, both internal and external.
Develop new Design Community offerings based on IAG employee needs, and explore how these principles can be applied effectively.
Role: Creative Intelligence & HCD Lead
Facilitator, Experience Creator, Visual Designer, Coach, Change Champion, Cross-Functional Collaborator, Quality Gatekeeper, Relationship Alchemist, Knowledge Nurturer.
Timeline: November 2019 – April 2020
The things I designed: Human-Centred Design and Creative Intelligence Immersive Workshops, Embedment Support Rituals, Feedback and Metrics Mechanisms, Templates, Design Content Library, Capability Training, Handbooks and Tools.
The Design and Creative Intelligence Deep Dive
This is a two-day, hands on collaborative learning session to enhance people's mindsets, skillsets, and toolsets within Design and Creative Intelligence. Design refers to Human Centred Design and the Double Diamond, while Creative Intelligence refers to the mindset required for creativity to flourish, such as curiosity, getting comfortable with the uncomfortable, and gaining the confidence to do things differently.
The Design Solution
The New Zealand Enterprise Delivery (NZED) team had traditionally adhered to a rigid framework that struggled to adapt to evolving customer needs. To address this, the Design Community team introduced the Creative Intelligence program to build skills in creative curiosity and confidence. This initiative enabled the NZED team to remodel their enterprise delivery framework to become more human-centred and responsive.
Combining Design and Creative Intelligence:
The approach integrated Design Thinking with Creative Intelligence through a "Deep Dive" facilitated learning experience, followed by tailored support. This comprehensive program aimed to instill a mindset of curiosity and confidence, encouraging participants to explore and implement innovative solutions.
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Clarify the focus: Conducted a briefing process to understand the NZED team’s key areas of interest.
Existing Research and Insights: Revisited existing research findings on creativity and leveraged relevant insights for the project.
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Planning: Planned the two-day deep dive session, incorporating a mix of content and hands-on activities.
Engagement approach: Created an engagement plan with types of engagements pre and post the deep dive session to support the embedment of Design Thinking and Creativity methodologies.
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Deep Dive Session: Designed a two-day, hands-on collaborative learning session to enhance mindsets, skillsets, and toolsets within Design and Creative Intelligence, covering Human-Centred Design and the Double Diamond framework, focusing on fostering curiosity, comfort with discomfort, and confidence in doing things differently.
Takeaway Resources: Compiled material presented into takeaway resources for participants to maintain their knowledge and practice.
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Deep Dive Delivery: Facilitated the deep dive as part of a NZED offsite, focusing on enhancing mindsets, skillsets, and toolsets in Design and Creative Intelligence.
Commit to act (Microsteps): At the end of the deep dive, participants made commitments to further develop specific areas, both individually and as a team.
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Embedment Support: Established three sets of check-ins, each 30 days apart, where participants could share and reflect on their progress with their commitments. Additionally, weekly design drop-ins were available
Impact
The Creative Intelligence program significantly increased awareness and growth of skills in creative curiosity among participants, leading to enhanced problem-solving abilities. It boosted confidence, enabling participants to experiment with different approaches. The initiative allowed the NZED team to remodel their enterprise delivery framework to be more human-centred and responsive to customer needs. By connecting design and creativity within the delivery process, the program ensured a standardised IAG delivery approach that fosters innovation and adaptability.
Outcomes
Enhancing Participants Skillsets
The sessions and materials enabled participants to build their confidence and skills in various areas, including open questioning, curiosity, and problem framing. Some participants opted in to further develop their skills through additional Design Community offerings.
“Great presentation style; relatable; good command of the material. Helped audience and colleagues put together the design jigsaw puzzle, which can be intimidating... Very good listener, and focused on how to make the techniques tangible and useful for our particular circumstances.”
Participant | Lead on Enterprise Delivery Excellence
Design + Creative Intelligence Workbook
This workbook contains all the essential materials for the NZ Enterprise Delivery team to refer to after the Deep Dive sessions. It includes tools, worksheets, information, and helpful tips on Design and Creative Intelligence. This resource enables participants to continue their learning and boost their confidence in applying different approaches in their daily work.
Enhanced Learning Offerings
Tailored support and coaching options, providing participants with additional resources for skill development. To support ongoing learning so key concepts could be embedded in daily work.
“This has really helped me influence key stakeholders on my project. I’ve shifted my mindset to be more curious and have been practicing open questions... to ensure that I can understand the requirements in order to clearly articulate to stakeholders how the proposed process will help us to achieve the project objective.”
Participant | NZ Enterprise Delivery Team
Reflection:
Design and creativity are best embedded through a tailored and clear project setup. While the learning experience is key to the application of design and creativity, follow ups play an important role in solidifying knowledge and guiding a high quality output.