How can we spread new ways of working within a mature organization?
// Design Strategy and Facilitation
Kaiser Permanente is a 65+ year old organization, with 230,000 employees. In order to stay competitive in a rapidly changing healthcare landscape, they needed news ways of working -- ways that are cross-functional, iterative and user-centered.
The Experience Design, an internal innovation group, was interested in Design Sprints as way to encapsulate these mindsets, but the classic GV Sprint was developed for a specific (and very different) context.
I was brought on to both lead Design Sprints across various departments and adapt the recipe to work for a large enterprise and employees that haven’t necessarily been exposed to design. Doing so required keeping scale in mind while ensuring integrity and quality
Project: Scaling Design Sprints at Kaiser Permanente
Context: Embedded in the Experience Design team
Interviewed external experts and reviewed resources; developed Design Sprint Whitepaper
Led 6 Sprints in different departments and contexts, producing new services and products to enhance member experience
Established internal reflection process and measurement tools to synthesize what we learned as a team
Designed KP-specific 5 Day Sprint agenda and materials and approach, packaged into comprehensive practitioner toolkit
Developed internal “Sprint Hub” website to further streamline the process and empower others to run their own Design Sprints
Created 5-year budget and financial model to stand up new “Acceleration Services” department
Organization level impact: KP is standing up a $14 M “Acceleration Services” department, in order to run 100+ Design Sprints in 2019
Client level impact: Sprint NPS score was 9.4 (on a 1-10 scale), and garnered highly positive feedback.
“After 3 years pushing for this, your Sprint made us cross the line in less than 6 months!”
“I highly recommend that teams in all areas consider problem-solving a tough issue with a Sprint. It takes you out of the weeds of problem and elevates the thinking to the next level.”