Sprint Catalyst Design Team
Designing human-centered experiences and a customer focused culture from the ground up requires thoughtful examination of existing organizational design and change management challenges.
When Sprint hired a new head of customer experience, Brian Andrews, he realized there was a big gap in the way the company designed the products and experiences we brought to market. He wanted to focus on the combination of design and process improvement to bridge this gap. I stood up and launched the Catalyst Design Team at Sprint to support this effort.
I hired a diverse team of designers and customer experience catalysts and developed a charter that focused on:
Partnership
Methodology practice, Ideation Sessions, Rapid Prototyping, Co-Design, Co-Creation
Employee Catalyst Program
Build an ARMY of Design Thinkers at Sprint, Quarterly employee workshops for key select participants, Learn by doing, Learn how to teach others
Culture
New employee up through top leaders, Reinforce mindset, principles & methodology, Innovative, customer-centered thinking
We helped drive double digit improvements in NPS scores and co-designed key experiences for high impact projects (Direct 2 You product implementation, and Same Unit Repair service model).
Biggest Learning:
As part of our charter we established an employee Catalyst Program to train and engage employees across the company to become Design Thinkers. While engaged and excited about the process during the training and collaborative sessions, employees often went back to their day jobs and were met with push back from managers.
