Designing the Conditions for Change
UNSW was introducing a new enterprise digital platform across a large and distributed organisation. To support it effectively, teams needed a shared understanding of how work would move from business need through implementation and into ongoing support.
The programme extended beyond technology. It required a shared view of how people, processes, content, governance and support would work together, giving teams greater clarity, ownership and confidence as they moved into new ways of working.
Creating connected ways of working
Lumos worked with leaders, operational teams and future service owners to understand how the new digital service model would operate across the University.
Through interviews, workshops and co-design, we mapped the end-to-end workflow from identifying a business need and setting priorities through to implementation, support and continuous improvement.
The work clarified responsibilities, decision points, handovers and dependencies, giving teams a practical model they could apply with greater consistency and confidence.
A shared model for how work gets done
A clearer and consistent coordination model for people, processes and decisions
Aligned teams around a common view of the service
Clear ownership and decision-making
Connected business needs workflow from implementation to support
Consistent structured handovers between teams
A practical framework for continuous improvement
Helping UNSW define the roles, pathways and support needed for digital content delivery.
The way Lumos pulled up their sleeves, truly collaborated with UNSW to aid alignment of teams, drive the change required and just got on with it is a testament to their professionalism and flexibility.
