Case Study: Welsh Government improves customer experience for SMART Suite with PDR

Welsh Government brings 40 staff together to improve SMART Suite with PDR

The Welsh Government's Innovation Team faced the challenge of developing a new range of support instruments, called the SMART Suite, to realize its strategic ambitions. They needed to ensure these programmes provided a simple, high-quality customer experience for Welsh businesses. To address this, they engaged PDR to apply a service design approach to better understand the user's point of view and create a consistent, easy-to-use process.

PDR implemented a solution that included immersive design thinking training and mentoring for Welsh Government staff, enabling them to use these methods independently. Through a series of workshops, PDR helped teams identify key issues and propose concrete actions to improve the customer experience. As a result, the Welsh Government not only embraced the service design approach for the SMART Suite but also implemented the process into other areas of work, building internal capacity for continued improvement.

Welsh Government