CYC ICT set itself a goal of creating a strategy that truly reflects the needs of its internal and external customers, as well as the organisation as a whole. To achieve this, ICT took a user centred approach to formulating the strategy in order to get an empathetic viewpoint of customers’ experiences through ethnographic research.
We first set ourselves a challenge to help focus on what we were trying to learn from the research:
How might we develop an ICT strategy that affects real change for the organisation by better understanding our customers and users?
Once the challenge was set, we could focus on gathering research.