FAQ

Qualms, queries? View our collection of frequently asked questions.

Can I run a play if I have never facilitated a workshop before?

Of course you can!

Just like any other skill, practice makes perfect. The more you facilitate workshops, the better you will become. If you need assistance running your very first workshop, get in touch with us to explore options for support.

How can I make time for these design activities?

Running these plays will save you time over the course of your project. The plays are designed to give you most of the information you need in the workshops so there are no surprises down the track.

How will the playbook help me reduce risk?

The plays in the planning and discovery stages, help you understand the problem and the people and systems involved. These plays help you solve the right problem.

The plays in the alpha and beta stages, help you narrow down opportunities to help you solve the problem the right way and validate your planned solution with customers before you build it.

Solving the right problem, the right way, ensures effective spend of public money, reduces the chance of needing rework and increases the chance of project success.

How can I convince my project stakeholders to participate in design activities?

Most plays don’t require any preparation on their part, and the plays are the most effective way to collect their feedback, inputs, and requirements.

My staff don’t want to work this way. How can I convince them with minimal effort?

Show, don’t tell. You can show them case studies from other teams working this way – contact us so we can recommend a relevant case study from our growing library.

You can also suggest trialling a few plays to see what the team thinks of the way of working. Who can say no to a trial? Once the team can see the value for themselves, it will be easier to get them onboard.

We have successfully delivered all our other projects, why should we change now?

Customer expectations evolve as technology and standards improve over time. It’s important to keep up with these expectations to ensure we continue to deliver good digital experiences for customers.

How can I ensure a new service will achieve the desired benefits so I can be confident I’m investing in positive customer outcomes?

Following the service design and delivery process will help you make sure you’re solving the right problem, and solving it right. This playbook includes a number of plays that will help you understand the current state and your customers’ needs, so you can be confident in the solution your team come up with.