Client
Small Business Development Corporation (SBDC)
Project
Small business friendly approvals program
What we delivered
Workshop design and facilitation
Customer empathy mapping
Customer engagement
Persona development
Problem definition
Opportunity identification
Process mapping
Operational innovation
Customer journey mapping
Ideation
Prototyping and testing
Reform planning
The Small Business Friendly Approvals Program was designed to streamline local government approval processes across customer service, building, planning and environmental health and economic development, delivering a ‘joined up’ customer experience.
INK delivered a human-centred approach to spark ideas, break down internal siloes and cut red tape, working with cross functional local government teams in the Cities of Joondalup, Cockburn and Vincent.
INK’s intensive 12-workshop program using human-centred design, starting with customer analysis and empathy mapping to problem definition, ideation, prototyping and testing. The outcome was a holistic reform plan to embed user-friendly processes and business improvements across each organisation.
“The SBDC sought to adopt a human-centred design methodology, which had not been widely used in the public sector. Ink Strategy was well versed in human-centred design – using a range of activities and tools to keep the working group members engaged, and allowing the ideation of reform options. Ink Strategy have exceptional communication skills, are extremely professional and organised, and were always willing to adapt their approach to suit the needs of the SBDC or the local government.”
