KPMG
Creating global design delivery methodology for a global firm.
Overview
Eight week program where I lead a team to create a playbook standardizing KPMG’s global approach to customer research, product design and service delivery.
Services
Thought Leadership
Design Management
My Role
Program Leader
Process Design SME
Training Facilitator
KPMG—
2018
Eight week program where I lead a team to create a playbook standardizing KPMG’s global approach to customer research, product design and service delivery.
Services
Thought Leadership
Design Management
My Role
Program Leader
Process Design SME
Training Facilitator
KPMG—
2018
As a global consultancy, KPMG routinely delivers UX and product development programs alongside multiple other service line capabilities such as automation, customer experience, or IT advisory. Called ‘Connected Design’ I led a team to create a cohesive, global design process toolkit to educate and empower KPMG professionals to effectively utilize the core processes and methods of human-centered design and research as part of a Connected Design program.
Strategy
Establishing a goal
From the outset of the program, the team shared a single goal: how can we create a playbook that would help non-design professionals utilize tools and methods of human-centered design without diluting the value of design? Our hypothesis was to align traditional project outcomes and deliverables with those of a design-led program. Then identify common themes between the two.
Strategy
Define core principles
Through multiple ideation sessions with teams from customer experience, design, and research, our team identified two central themes that aligned everyone: ensuring quality delivery and providing valuable, actionable insights to clients and customers. Our next goal was to collaboratively define a set of guiding principles to drive the value of the playbook:
Core principles:
- The playbook should be practical. Offering readers useful, actionable tools alongside the broader themes of methodology.
- It should follow the broader delivery methodologies of Lean and Human-Centered Design.
- Process and resources should be grouped logically together.
- It should leave room for domain or situational interpretation.
Playbook resources were intentionally design to be practical and actionable. Allowing non-design employees to utilize tools on thier programs with effeciveness.