Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

• Integration of human-centred design methods into program review and digital transformation projects.
• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services.
• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.
• Based on user needs, goals, priorities, and opportunities, a plan for and delivery of:
  • user and behavioral field research;
  • co-design workshops;
  • prototype design and testing;
  • concept testing;
  • journey map and service blueprint deve...