Leading a Service Development Department
Background
​Need
A design and development pathway to identify areas of improvement and ensure quality for in-person healthy lifestyle programmes to achieve business KPIs during rapid growth.
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Role
Working in-house at BeeZee Bodies, I pitched and grew a service development department, leading design-sprints and project managing implementation with delivery managers and staff.​
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Users
Adults 16+ yrs and families with children age 5-15 yrs across Hertfordshire, Brighton & Hove and Gloucestershire.
Team
COO: Scale and alignment of process between delivery and development
Delivery managers: integration of new services in teams and local strategy
Delivery staff: fed back on feasbility and delivered end-product service.
Dietitian consultant: provided expert support on family dynamics and behaviours to improve proramme quality
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Timeline
May 21: Sign-off and role out of new service development department.
June 21: Data collection and creation of 'as-is' logical models, user journeys and service blueprints.
Sept 21: Implementation of new data collection pathways and first update of delivery assets. Develop 'to-be' service bleprints and user journeys.
Dec 21: Collaboration with consultants to improve quality for target user groups of families.
Mar 22: Led agile working groups to continue quality improvement for target user groups of families and minority ethnic groups.
May-Sept 22: Recruitment and onboarding of 3 new service managers.
Empathise
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Worked with managers and delivery staff to understand role of service design and development.
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Quantitative and qualitative feedback was gained from users through in-programme surveys and during final programme interviews.
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Define
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Conceptualised the design pathway within the context of the business and existing delivery processes.
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Creation of logic models, service blueprints and journey maps to outline the user, staff, manager and data flows.
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Ideate & Prototype
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Collaborated and supported delivery managers to create new 'to-be' service blueprints and user journeys.
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Led multidisciplinary ideation and feedback sessions online using tools such as Miro, as well as in local teams in-person.​​​
Design Process
Iteration
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Oversaw and advised working groups to continue user-research and implementation of user-specific content for families with young children and minority ethnic groups.
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Launched updated versions of delivery assets such as presentation slides and handouts for families and adults.
Outcomes
​Service outcomes
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Creation of an online training repository with video and written follow-along guidance for delivery.
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New centralised triage team was implemented, supporting the direction of users to the right service and reducing admin time for delivery staff.
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Supported services to maintain quality and operations as the company grew by over 300% in 12-months.
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Learnings
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Organisational development and design work requires collaborative effort - led the hiring of 3 new managers.
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Ensuring an alignment at a business-level of the priority given to design. This helps manage expectations of the rate of development activities, and ensure the appropriate resources are allocated.
