Client's Needs

A federal client needed to address strategic and operational obstacles faced by its Investment Review Board (IRB) and Business Requirements Group (BRG) governance bodies. To mitigate this need, the client enlisted EGT to better define the customer experience (CX) within these groups, provide recommendations for improvement, and then implement and manage the accepted updates to the role, structure, and activity of each governance body.

​

Our Approach

EGT introduced the Human Centered Design (HCD) framework, practices, and tools to the IT Enterprise Governance Team; led participation in a seven-week HCD course to educate the team on HCD methods; and helped directly apply HCD and CX principles to the IRB and BRG redevelopment projects. Our Team employed HCD research tools such as research based on Learning from Experts and Learning from Context by attending and facilitating IRB meetings to then develop ‘How Might We’ statements and improvement prototypes. We implemented iterative prototype changes to the IRB membership, charter, purpose, format, scheduling, and cadence.

​

EGT worked closely with the BRG Co-Chairs to develop and iterate on several governance models. Our team used HCD and CX tools such as the lean business canvas model, design sessions, empathy maps, and faction maps to provide recommendations to address challenges presented by the group’s diverse missions and unified purpose.

​

Results We Delivered

EGT’s application of HCD and CX tools and techniques led to improved engagement, better defined roles and responsibilities and data-based decision making by the Enterprise Governance boards. In addition, EGT’s introduction of HCD and CX related trainings were adopted by the Enterprise Governance Team, as well as Enterprise Architecture Team, resulting in solutions that led to increased customer buy-in, acceptance, and ownership.