Digitising a Portfolio, Programme and Project (P3M) process for Central Government

BEIS, a complex UK Government organisation with multiple layers of processes and people, faced challenges in delivering projects and schemes successfully, prompting them to explore the end-to-end of the delivery process from a User-Centred Design approach. The organisation needed to identify the pain points in the process from ideation to project closure and create a cohesive flow for each workstream to improve efficiency and effectiveness.

Goaco (previously known as Level 5) was brought in to undertake a Discovery to understand the users, pain points, and systems used in the process. The team engaged with different user types through in-depth interviews and created user personas and techsonas to understand their needs and pain points. Using a combination of Office and Google suite, they stored and curated their findings. Mural was used to create a service design blueprint that represented the end-to-end flow and highlighted pain points. The service design blueprint created by Goaco successfully represented the full end-to-end flow of the process, enabling a standard visualisation of the problem at hand. The Discovery phase led to a successful Beta phase of the project work streams, allowing for a cohesive flow for each workstream in which the program was split. The use of different formats to convey insights catered to the needs of different stakeholders, making it easier to communicate and gain consensus on the proposed solutions.