service design within the dod

I worked with one of our country’s DoD laboratories and their partners to help improve public engagement around technology transfer, a process in which government-produced intellectual property is used by private industry to further grow our country’s economy. What was initially seen as a fairly straightforward project evolved into a deep, complex effort to use service design to reimagine their entire end-to-end processes.

MY ROLE: Designer and Strategist

This was a 9-month engagement across three phases of work with a team of engineers and a visual designer. Our work involved:

• Deep discovery and research with internal stakeholders & external partners

• Documenting and presenting research insights through archetypes, service-blueprints, and reports

• Client education on human-centered design principles and practices

• Presentations and workshops with stakeholders to reimagine their end-to-end processes

• Discovery and documentation of technical requirements to achieve improvements

• Design of new service and processes and user testing with an target external audience through storyboarding

• Content strategy, design, and build of a microsite to an external audience on technology transfer

• Design and build of technical solutions to achieve new services and processes (CRM solution and databases)

Service Blueprint

Client Workshops

Storyboards for User Testing

Microsite Site Map and Screen Flows

Wireframes, Design and Content

Deliverables

This project was complex and long, with many different deliverables that were given to the client. Please reach out to me to see more of these in detail.

Photo by UX Indonesia on Unsplash