A service ownership model for donor experience
Supporting the Donor Experience Directorate in evaluating and designing a service ownership operating model, to align with GDS standards. To establish single ownership and consistent accountability across the end-to-end donor experience for blood, platelets and plasma.
My role
As the Service Design Lead in a core team, my role was to support senior leaders with the co-design of a proposed service ownership model to address these challenges, ensure alignment with GDS and NHS Digital guidelines, and improve the overall donor experience.
My role involved:
- Designing and facilitating discovery workshops with stakeholders
- Creating as-is and to-be service blueprints
- Identifying key opportunity areas
- Supporting the PMO with governance and prioritisation improvements
- Co-creating and storyboarding the “One Donor Vision”
- Developing training materials
I conducted multiple workshops with directorates across NHSBT and interviewed stakeholders to understand the challenges and aspirations for the service.
The work supported senior leaders and influenced the direction towards NHSBT’s “One Donor Vision”, implementing the organisational strategy and improving experience for donors.