Abstract

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-centered design into organizational culture by: competing against graduate design students, co-designing across the organization (from call agents, to policy, immigration officers, 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-centered design (via a “non-innovation lab”) into the department.

Keywords:

innovation, service design, culture, organizations

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Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License.

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Jul 9th, 12:00 AM

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

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-centered design into organizational culture by: competing against graduate design students, co-designing across the organization (from call agents, to policy, immigration officers, 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-centered design (via a “non-innovation lab”) into the department.

 

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