Researching the impact of process change

A government department which conducted a large number of public consultations faced inconsistent and overly complex internal processes, leading to delays and inefficiencies. Senior managers sought a clearer understanding of these processes to identify opportunities for improvement.

Working with another researcher and a service designer, I conducted interviews with individuals and teams conducting and supporting consultations. Together, we mapped the current process, highlighted pain points, and proposed potential process improvements. For each solution, we assessed its impact on all stakeholders and identified associated costs and headcount requirements.

The research provided senior managers with a better understanding of process inefficiencies and what would be required to fix them, enabling them to make informed decisions about streamlining the consultation process and enacting organisational change.