A culture that is infused with knowledge

of the impacts we have on customers.

That overcomes distance,

between us and them.

Demonstrates basic human values Demonstrates basic human values

– goodness, courage, wisdom.

And services supported by skills that

people can rely on.

3 year, user-centred program, then

ongoing…

Boundaries

Method / Path

Ownership

Communication

Design

contracts

raison d’etre

governance

roles

relationships

Capability

I understand my impact on you

Boundaries

Narrative

research

culture of inquiry

respect for learning

care for self & others

empathy

Narrative

Ownership

Communication

Design

Capability

the bigger picture

the proposition

Boundaries

who it serves

I understand the big picture and my part in it

Narrative

Method / Path

timing

how we prosper

Method / Path

Communication

Design

Capability

Boundarie

s

Narrative

the disciplines

structural opportunity

method integration

structural defences

competence

I see the destination and way forward

Method / Path

Ownership

skills

team relationships

aspirations

investment protection

outcomes

Ownership

Design

Capability

Boundaries

Narrative

vision

strategy

leadership

Method / Path

cultural tone

I trust someone has the full picture

Ownership

Communicationinvestment protection

riding shotgun on UX

delivery

Communication

Capability

Boundaries

Narrative

Method /

Path

flow

confidence

authority

Ownership

relationships

We understand one another

Communication

Design

knowledge

inclusion

meaning

Design

Boundaries

Narrative

Method / Path

Ownership

Communication

Imagination, intuition, empathy

context

economy

learning

I understand my customer

Design

Capability

precision

soul

valued experience

Capability

Narrative

Method / Path

Ownership

Comms

Design

resolve

nurturing

support

continuous improvement

We grow and transform, together

Capability

Boundaries

trust

reliability

service