Australia Post PX Program

Overview

I had initially been engaged to provide UX and Research services for an Australia Post product called 'Digital Workspace.' This was part of a larger strategic change project that had been setup by PWC called 'The People Experience Program.'

Problem definition

It became clear after PWC left that the program of work had lost momentum and strategic direction. Manifesting in the squads work on 'Digital Workspace' grinding to a halt and not being redirected in a more constructive direction.

It was evident that a contributing factor to the loss of momentum was that Auspost's HR department lacked the capability to interpret the advice that had been presented to them and turn it into actionable activities.

Responsibilities

Initially, UX and product design on 'Digital Workspace'.

Following the pivot & making the case for change to senior stakeholders. I was responsible for capability building, planning and conducting research with internal Auspost employees at Bourke St and Derrimut Parcels Centre.

Resulting in making future state service design recommendations and findings to Australia Post stakeholders.

Design process

We began by identifying a core group of 14 to become a community of practice within the PX Program. These employees would be guided through the design process and develop an awareness of how to interpret insights generated from this type of work.

Participants were actively involved in conducting research, structuring data, cause analysis and insights generation.

The team generated territories of strategic opportunity that would help them ask the right questions and provide structure for future PX Program efforts.

Outcomes

On reflection

This represented a great opportunity to set up a community of design advocates in a large corporate environment. There are some that recognise the need for cultural change and the fact that they've come together to try and do something about it is a positive first step.