Our Response

We led a detailed discovery and mapping process to capture the current regulator processes. This involved the following stages of work:

Exploration & Stakeholder Engagement: We conducted in-depth workshops and working sessions with technical officers involved in the process. These sessions explored the complexities of various pathways, including overseas and domestic activities, documentation reviews, and ownership structures, as well as maintenance and administration activities. Additionally, we mapped edge cases, escalation triggers, and common pain points to gain a comprehensive understanding of the process.

Process Mapping & Opportunity Identification: We used our design-led methodology for user-friendly business process maps and developed Level 0, 1, and 2 process maps to capture the end-to-end processes. This included documenting roles, decision points, and variations, documentation alternatives, and different stakeholder types. Additionally, we identified opportunities to minimize manual effort and eliminate duplication, streamlining the overall process.

Defining Jobs to Be Done and Future Needs: Using the process maps, we developed a “jobs to be done” framework tailored for both internal users and external applicants, clearly articulating their needs and tasks. This work identified areas where future IT tools could enhance usability, reduce errors, and promote consistency in assessments and administrative activities. Ultimately, we delivered a strong foundation for digital build planning and future process improvements.