Insight Business as usual Hero

Business as new normal during the lockdown — and beyond.

10 April 2020

Like everyone over the last few weeks – we have had to transition pretty quickly to new ways of working.

As a team, we have always been flexible in the face of new dynamics, with the ability to change how we deliver work to meet the changing needs of clients – as customer expectations and needs have evolved.

Our first instinct was to ensure the wellbeing of our team – as we went from a shared workspace to remote working. We continue to support our team through regular catch-ups and team activities to provide a sense of belonging, purpose and structure while mindful of the challenges they might be facing.

Our second instinct was to ensure we were able to provide continuity on projects critical to our clients.  

We remain focused on delivering results while supporting our clients to thrive in this new reality – and beyond. We are exploring and experimenting with new ways to solve problems, conduct meaningful research and develop great digital experiences. 

By nature, we are adaptable and curious.

We were already well versed in working remotely across many team activities and project types, operating in virtual environments and solving the problems that most need to be solved. 

Designing effective human-led experiences that leverage technology to improve outcomes is effectively what we do. Our ability to respond and deliver value to these needs will determine how we all successfully navigate these challenging times. 

Throughout the lockdown, we remain focused on delivering successful outcomes to our clients, while keeping the safety and health of our community top of mind – that’s you, our families, our friends and all our clients.

How we continue to get things done.

Through practice development, our teams are set up well to deliver through the lockdown. However, it also provides an opportunity and motivation to innovate and adapt their practice to the new ways of working. We have quickly adapted our projects and programmes to align with new priorities.

Remote working

Like everyone, we are making the most of the new ways of leveraging remote working tools and processes to provide continuity on projects. This includes video conferencing, client workshopping and project reviews. We have already had several members of our team working remotely as part of their usual working arrangements, so we have plenty of expertise in making this work when everyone’s remote.

Like everyone, we are making the most of the new ways of leveraging remote working tools and processes to provide continuity on projects. This includes video conferencing, client workshopping and project reviews. We have already had several members of our team working remotely as part of their usual working arrangements, so we have plenty of expertise in making this work when everyone’s remote.

Research and validation

Customer and employee research projects have mostly continued with a shift in method to remote interviews. We have seen some positive outcomes despite the changes – and have several upcoming workstreams that should provide some fascinating insights into how customer needs have shifted.

Customer and employee research projects have mostly continued with a shift in method to remote interviews. We have seen some positive outcomes despite the changes – and have several upcoming workstreams that should provide some fascinating insights into how customer needs have shifted.

Delivery tools

The majority of the tools we use to deliver projects make use of cloud-based workflows and remote collaboration tools. As well as continuing to use these existing workflows, we have implemented some new tools. These new tools enable increased collaboration between designers and clients.

The majority of the tools we use to deliver projects make use of cloud-based workflows and remote collaboration tools. As well as continuing to use these existing workflows, we have implemented some new tools. These new tools enable increased collaboration between designers and clients.

How we can help.

If you have unmet design research, design experience design or digital experience delivery needs, or know you have challenges but don’t have the bandwidth to progress, get in touch.

Better understanding of your customers during and after lockdown.

Now more than ever, it’s essential to have a robust and fact-based understanding about customer behaviours and needs. If your organisation needs to better understand customer behaviour, preferences and concerns in a rapidly changing context – our Experience Design teams can work closely with you. Now is the perfect time to start capturing those insights to understand the changing customer landscape to help inform priorities and make better decisions.

Now more than ever, it’s essential to have a robust and fact-based understanding about customer behaviours and needs. If your organisation needs to better understand customer behaviour, preferences and concerns in a rapidly changing context – our Experience Design teams can work closely with you. Now is the perfect time to start capturing those insights to understand the changing customer landscape to help inform priorities and make better decisions.

Successful integration of new services and processes into digital workflows. 

Your organisation may need to make rapid changes to its digital experiences based on new methods and changes brought on by the lockdown. Our team is adept at picking up new insights and translating them into impactful digital experiences that deliver meaningful outcomes. We are currently working with several clients modifying or building new digital experiences to better support their customers at this time.

Your organisation may need to make rapid changes to its digital experiences based on new methods and changes brought on by the lockdown. Our team is adept at picking up new insights and translating them into impactful digital experiences that deliver meaningful outcomes. We are currently working with several clients modifying or building new digital experiences to better support their customers at this time.

Mapping future state organisational experience.

Your organisation is facing substantial and radical changes in your operating model and ways of working. Our Organisational Experience Design team can jump into helping you map and optimise activities in your current and potential future state – ensuring that key processes and technology experiences are captured and service experiences optimised. We work closely with internal teams adding capability and accelerating time-critical programmes.

Your organisation is facing substantial and radical changes in your operating model and ways of working. Our Organisational Experience Design team can jump into helping you map and optimise activities in your current and potential future state – ensuring that key processes and technology experiences are captured and service experiences optimised. We work closely with internal teams adding capability and accelerating time-critical programmes.

We can work with you to determine where we can support, and together we’ll decide the best approach. Get in touch to find out how we can help through this crisis.

 

What the near future holds.

DNA remains agile in the face of this adversity, with the ability to change how we deliver work to continue providing human-centred design to our clients, even from a distance. If you have capability or insight needs, or if you know you’ve got challenges but don’t have the bandwidth to pinpoint the issue, we’ll work with you to determine where we can support and decide the best approach together.