Department for Work and Pensions (DWP)
Scrumconnect was asked to support the Compensation Recovery Unit team to map an end-to-end service, utilising existing user research and insights. The CRU project had been in discovery for 12 months but had not progressed due to limited evidence of user need, an incomplete picture of the full end-to-end service and too few examples of opportunities.
In January 2020 Scrumconnect created a multidisciplinary team to augment the effort with the aim of discovery completion in March and then a move into Alpha.
The Scrumconnect team and wider stakeholders created a detailed picture of how both external users and CRU agents interact within the service, identifying their needs and problems.
A broad consensus and renewed confidence in these findings came when we held a special two-day Design Sprint at Durham House. This involved the full team and key stakeholders using fishbone analysis in combination with the Five Whys to interrogate each assumption and explore whether a digital service could be the solution.
Ideation and exploring all possible options to solve the problem was next on the agenda for the team. Using a range of techniques and games, such as Crazy Eight, to stimulate ideas, the second day of sprint was spent honing some potential solutions. Despite working in three separate teams, the outcomes were surprisingly similar.
Working as one cross-functional team, we agreed on a set of problem statements based on current pain points within the service. From there we quantified the negative value in each case by requesting business and management information.