Introduction: A need for change

The Criminal Injuries Compensation Authority (CICA) sought to better serve victims of violent crime by embracing user-centred design and agile methodologies. Recognising the need for organisational change, a collaborative effort was undertaken to transform the agency's approach to service delivery.

Implementation: Fostering a user-centric culture

Working closely with the CICA team, the initiative focused on fostering a culture prioritising user needs and iterative development. Through mentorship and targeted training, existing team members were empowered to embrace user-centred design.

Leadership's role: Championing the transformation

The leadership team, including the CEO, played a crucial role in championing this cultural shift. They recognised the value of user-centred design and agile methodologies in creating more empathetic and efficient services.

Outcome: Improved service delivery and continuous improvement

This collaborative effort successfully integrated user-centred design into the organisation's processes and culture. As a result, CICA improved its capacity to design and deliver services that better meet the needs of crime victims. This transformation has positioned CICA for continuous improvement, ensuring that its services remain responsive to the needs of the vulnerable individuals it serves.

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This story highlights a project undertaken by individuals who are now part of the Kollektiv team. While the project predates the formation of Kollektiv, it exemplifies the expertise and commitment to user-centred design that our team brings to every initiative.