Activities and Templates

Do research that delivers, with ready-to-use activities and templates from a community of NSW Government's leading researchers & designers.

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  • Easy to follow with step-by-step instructions and examples
  • Proven to deliver and drive government projects forward
  • Adaptable to different contexts or industries
  • Know how to progress with next steps and output templates
Featured

Service Blueprint

Template by Service NSW Digital Ways of Working team, Department of Customer Service

  • Time
    1 day
  • Casting
    Design team, stakeholders, staff 
  • Tool
    Miro 

Map out the end-to-end experience of a service and the moving parts and processes that make it possible. 

  • Instructions
  • Examples
  • Pro Tips

Service blueprint layout

Planning research

Document

Research Recruitment Brief

Digital Design and Delivery team

  • 30+ mins
  • 1+ members
  • Word
Document

Research plan

Digital Service team

  • 60+ mins
  • 2+ team members
  • Word
Activity

Map actions to impact

Digital Enterprise Architect Team

  • 1 day
  • Project team and stakeholders
  • Miro
Activity

Research kick-off

Digital Service team

  • 1-2 hours
  • Project team + stakeholders
  • Miro
Activity

Pre-mortem – risk planning

Customer Experience Unit

  • 1 hour
  • 5-10 team members
  • Miro
Activity

Generating research questions

Digital Service team

  • ½ day
  • 2+ team members
  • Miro
Document

User research communications

Transformation team

  • 15+ mins
  • 1+ team members
  • Word

Doing research

Document

Obtaining consent

Behavioural Insights Unit

  • 15+ mins
  • 1+ team members
  • Word
Activity

Synthesising research interviews

CXU team

  • 1/2+ day
  • Research team
  • Miro
Document

Discussion guide template

OneCX team

  • 30+ mins
  • 1+ team members
  • Word
Activity

Turning findings into insights you can action

Digital Service team

  • 1 day
  • 2+ team members
  • Miro
Presentation

Project update

Digital Service team

  • ¼ day (prep time)
  • 30-45 mins
  • 1+ team members
  • PowerPoint

Using research

Document

Customer journey map

Revenue NSW

  • 1/2 day
  • Project team
  • Miro
Document

Service blueprint

Service NSW Ways of Working team

  • 1 day
  • Design team, stakeholders, frontline staff
  • Miro
Activity

Defining customer opportunities

Digital Service team

  • 1 day
  • Project team and decision-makers
  • Miro
Activity

Prioritise customer opportunities

Digital Service team

  • 4+ hours
  • 2+ team members and decision makers
  • Miro
Presentation

Showcase template

OneCX team

  • 60+ mins (prep time)
  • 60 mins
  • 1+ team members
  • PowerPoint 

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If you’d like to request a new activity or template, or you have feedback on an existing one, get in touch on [email protected]