Project Type: Operations Workflow Optimization
Duration: Three Months
Role: Contextual Inquiry, Concept Visualization, Learning Content Development & Staff Training
Challenge:
U.S. Agency for Global Media (formerly Broadcasting Board of Governors - BBG) graphics division needed to redesign its workflow process and replace its current project management system to effectively meet the increased design and production needs of the agency’s 3,592 internal staff.
Action:
Conducted a review of the current project intake process to identify pain points—as shared by 2 division team leads and 7 staff members—that resulted in miscommunication of project specs, production delays, and increased cost.
Whiteboard from graphic staff workshop sessions
Research Findings:
1. Previous project management software was complicated and staff developed their own "ad hoc" project intake and tracking methods.
2. Misunderstanding of project needs, lack of follow-up, missed deadlines, project backlog, and uneven team workload distribution.
3. Over 50% of staff reported feeling “disconnected” from work and unaware of how their contributions supported the agency's overall business objectives.
Results:
1. Project Sheets Buildouts
Implemented project management platform, Smartsheet to track complex projects, enable team collaboration, and support workflow transparency.
Project "sheet builds" for annual global tradeshow deliverables and team assignments.
2. Quick Start Reference Guide
Developed a simplified version of Smartsheet's extensive online user guide into an 18-page reference booklet for staff attending training sessions.
Smartsheet learning quick start reference guide on commonly used functions to onboard staff.
3. Support Function Overview & Workflow Process Map
Created a diagram to illustrate how the Graphics Division supports the design and production needs of the agency at large, and how a streamlined operations workflow, supported by the integration of SmartSheet project management platform enhances service delivery.
Graphics Division Workflow "Service Supply Chain" Visual Map Pictured
Outcome:
Within 30 days of implementation, 72% of staff reported satisfaction with the ease of using Smartsheet, with managing their respective assigned tasks, and with their overall workload.
Feedback...
Thank you for the work on Smartsheet for our tracking of design...just what I’d hoped it could be. The team really enjoyed your training and got a lot out of it...
—Graphics Supervisor, U.S. Agency for Global Media
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