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Academy Xi: Client Success Stories

Department of Health – Digital Workforce Transformation

By Academy Xi

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The challenge: Train a team of health policy professionals within the Australian Department of Health in digital and design disciplines, preparing them to launch and lead a new digital hub.

The outcome: The team participated in Academy Xi’s flagship project-based training program, which combines live instructor sessions and deep online learning content with real project delivery over a 12 week period. The program gave the team the knowledge, tools and confidence to embrace their new roles and launch the new digital health hub.

“I'd had limited exposure to these techniques in the past, although I had heard a lot about them, it was good to get some practical examples and play with the concepts.”

- Program participant, The Department of Health

The program kicked off with our 1-day intro to digital and intro to human-centred design courses. These engaging, fast-paced sessions provided a high-level overview of the topics to be covered.

The team then received a brief for the project they would be delivering back into the business. Based on this input, their dedicated instructor helped them prepare and run a kickoff meeting with their internal client.

Following the client kickoff, the team was given access to their own customised learning platform, which contained deep multimedia content covering the disciplines of digital design. The next 10 weeks were spent in a learn/do cadence: which included regular live theory sessions, self-paced online learning, and project work done in online collaboration tool Miro Board. The program culminated in a project presentation delivered to the internal client, and deliverables handover.

Key outputs:

  • Prepared the team to consult on design and digital projects
  • Embedded learnings through real project work
  • Gave participants a shared language and knowledge base to work from
  • Used multiple training formats to engage all types of learners
  • Instilled a learning mindset that has led to further training across the organisation

Academy Xi: Client Success Stories

Creating a Digital Summer School Series

By Academy Xi

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The challenge: Upskill various PwC teams in key fields of emerging design and technology. Having grown rapidly through the acquisition of digital design and strategy companies, PwC had two goals: to build capability, and to align the newly acquired companies through the use of consistent and repeatable processes.

The outcome: The Digital Summer School Series. Through a series of team training sessions, employees across Sydney and Melbourne aligned their processes and methodologies in areas of digital literacy, human-centred design and emerging technology. 

Learners leveraged a series of playbooks and toolkits to embed learnings. Having tangible assets supported a consistent and rapid project approach across the organisation.

Bringing new knowledge, techniques, and thought leadership into the program, we implemented a team training series to help align teams as they navigated the complexity that comes with growth. 

Utilising the natural tapering off of business towards Christmas, we recommended creating a program that took advantage of this seasonally quiet time. When client work quietened down, we found the perfect time for staff training in business-critical areas. 

Key outputs:

  • Team training in agility to adapt to a changing market
  • Consistency in organisational process and approach
  • Team and departmental alignment
  • Increased efficiency to achieve goals
  • Staff training and new skills acquisition
  • Broader employee development
  • Greater confidence in emerging areas
  • Higher employee motivation and morale
  • Enhanced productivity during a seasonally quiet period

Academy Xi: Client Success Stories

Insurance provider – Preparing job-leavers to re-enter the job market

By Academy Xi

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The challenge: Redundancies are never easy. Our client, a major Australian insurance provider, was committed to supporting people during periods of redundancy by providing them with relevant skills training to ease their transition.

The outcome: A total of 50 participants were provided with a 1:1 consultation ahead of choosing a course that best suited their goals. 30 hours of practical skills training and employee development followed to kick-start their new direction.

Learners cited the program as a rewarding personal development opportunity and a good use of what would otherwise have been unproductive time.

The aim was clear: create better, more sustainable opportunities for people through training. The consultative process involved Academy Xi working with work-leavers to identify which specific skills needed to be learned for a person to move into an emerging area. Key areas of focus included digital literacy, data literacy and human-centred design.

Learners could choose to upskill in in-demand areas such as Digital Marketing, User Experience Design, Product Management, Data Analytics, User Interface Design, Service Design or Graphic Design.

Key outputs:

  • Supportive transition strategy
  • Provision of future skills training
  • 1:1 tailored coaching for job-leavers
  • Risk and reputation management
  • Empathetic, consultative approach
  • Opportunity for redeployment
  • Reduction in complaints

Academy Xi: Client Success Stories

Transforming friction into empathy

By Academy Xi

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The challenge: The NSW Department of Education needed help to enhance communication between its help desk staff and teachers across NSW. Both sides felt frustrated and neither could identify how to communicate more effectively.

The outcome: Following extensive research across eight different locations, Academy Xi helped co-design a twofold solution incorporating customer-centricity and service design called the “Embedding Empathy Project”.

  • 1) Create a Way of Working (WoW) framework that supported individuals to think and work more collaboratively and
  • 2) Use this framework to drive staff training in empathy across the organisation.

“We worked closely with Academy Xi as our strategic design partner to co-design a customer-centric Way of Working framework, set of supporting capabilities and a guidebook containing tools and templates. Academy Xi performed deep research insights for the organisation which contributed hugely to the program’s success”

- Carmelina Senese, Director Customer Experience, NSW Department of Education.

For this project, co-design was the obvious choice. Co-design allows for the design approach to take place with stakeholders and business representatives, rather than alongside. This means that capability is continuously built upon over the life of a project. This capability remains in-house ensuring long-term success.

Staff on both sides discovered that there was a “lack of understanding and clarity on how teams can work together” and that many team members were “reluctant to adopt changes due to technology gaps and the volume of change.” Team training and employee development were needing to be prioritised.

This “Embedding Empathy Project” was able to illustrate that 99.9% of people want to do the best by the customer, they just need the right tools. By learning some key customer centricity and human centred design principles, the relationship between the two teams was able to be improved.

Key outputs:

  • Increased empathy
  • Simplified processes
  • Open lines of communication
  • Customer-centric playbook
  • Internal program champions
  • Multimedia training assets
  • Higher employee satisfaction
  • Reduction in complaints
  • New capabilities