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The EPIC Design Maturity Assessment

The EPIC Design Maturity assessment is based upon the Capability Maturity Model developed at Carnegie Mellon University. But where the Capability Maturity Model assesses the maturity of an organisation in software development projects, the EPIC Design Maturity Model assesses the maturity of your organisation in terms of building empathy, focussing on impact, developing the processes to design and developing an innovative character.

The EPIC Design Maturity Assessment compiles 56 questions divided over these four subject, divided again over the four phases of a design project: frame, ideate, design and launch.

The assessment is even more than an assessment an inspirational tool! 

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Empathy in the framing phase

In this part of the assessment, we check to what extent you have involved the stakeholders in defining your challenge or design exercise.

Question 2 of 62

How was the purpose of your design determined? 

How did you get the idea to develop the product or service you are thinking of (even if it is not yet concrete)? 

A

From personal experience

B

From own competences

C

From needs that we have detected

D

From a broader market research

E

Based on market analysis and qualitative research

Question 3 of 62

Have you researched the recent experiences of the target group? 

How did you start from the experiences of the stakeholders to arrive at that idea? 

A

We know the needs from our own experience

B

We have surveyed our contacts

C

We have interviewed several stakeholders

D

We have shared experiences in group discussions

E

We have observed different stakeholders during their experience

Question 4 of 62

How did you determine the target group? 

How did you find out which groups of people could benefit from your development? 

A

We start from our existing contacts

B

The target group is known

C

Based on desk research

D

By questioning suspected target groups and other stakeholders

E

We have made divergent investigations into which target groups the need exists

Question 5 of 62

Have you researched the context of the target groups? 

How have you investigated the environmental factors of the stakeholders and the extent to which they play a role? 

A

No, that is not important

B

We know it from experience

C

We have questioned many contacts

D

Through observation

E

Through observation and self-evaluation by the participants

Question 6 of 62

Have you analysed similar needs and their solutions? 

While determining the need you want to solve, how did you investigate other domains a similar need exists and how it is solved? 

A

No, the need we want to solve is unique

B

We know the market, its needs and solutions

C

We have studied similar needs

D

We have studied how similar needs are addressed elsewhere

E

We have investigated similarities in other domains through cluster analysis

Empathy in the ideation phase

We examine how stakeholders have participated in the search for possible creative solutions.

Question 8 of 62

How did you define the scope of your idea? 

How did you go from the initial collection of ideas to the scope of your project? 

A

Based on the initial idea

B

Based on an initial internal survey

C

After a broad survey of the beneficiaries

D

Based on questioning and behavioural observations

E

Based on needs and contexts explored with the beneficiaries and similar needs and solutions

Question 9 of 62

Which beneficiaries are involved in the ideation phase? 

Who among the stakeholders do you involve in the ideation phase? Those stakeholders can be employees, suppliers, users or customers and the wider environment. 

A

Just the team members

B

The team and some other employees

C

The wider team involved in the development, including partners

D

Team members, partners and the beneficiaries

E

All previous and non-beneficiaries who may be impacted by our development

Question 10 of 62

How do you deal with idea generation techniques? 

How have you researched methodologies that will help you and the stakeholders involved generate ideas? 

A

Not, we work on the initial idea

B

We sometimes organise an internal brainstorm

C

We involve beneficiaries in the brainstorm

D

In our brainstorm with stakeholders and the internal team, we use several obvious techniques

E

We have a clear plan of techniques that we use to identify all possible shortcomings and desirability’s related to the scope of the idea and team and beneficiaries.

Question 11 of 62

How do you involve other sectors and domains in your ideation phase? 

How do you include insights from analogue solutions in the development of your service or product? 

A

We do not; the domain we work in is unique

B

We look for inspiration in related domains

C

With metaphors and association, we look for links to similar problems

D

With beneficiaries, we look for possible connections with other domains

E

We deliberately look for metaphors and analogies from other domains and do so, but not exclusively in domains where our beneficiaries have experience. We do this for good and bad examples

Question 12 of 62

How do you select the ideas you continue to develop? 

How do you select the ideas that are seen as valuable to deepen? 

A

We work on the initial idea

B

We decide with our team which ideas we will pursue, based on previous insights

C

We investigate internally with other departments which ideas deserve focus

D

Using a business model canvas, we determine the best possible ideas that we have acquired from the previous research

E

Together with the stakeholders, we develop business model canvases, rough prototypes and use cases until we reach a final selection or scope; if necessary, we do this in several iterations

Empathy during the design phase

How do we involve our stakeholders in the design of the solution

Question 14 of 62

How do you determine the scope of your final design? 

To what extent do you involve stakeholders in determining the final focus of your design? How do you set priorities and roadmaps, and who do you involve in that? 

A

Based on the results of the ideation exercise, we have a clear scope

B

With our team, we draw up a priority list (MOSCOW: Must have Should have, Could have and Would have)

C

Together with all stakeholders, we make a list of non-negotiable and desirable solutions

D

We involve all beneficiaries in the desirable roadmap and subsequent iterations to develop a service or product that consistently meets expectations

E

From previous experience, we have our approach to align priorities, iterations, roadmap and continuous testing

Question 15 of 62

How do you involve the beneficiaries in the design process? 

Are the different stakeholders actively engaged in designing the service or product? 

A

No, the design of a service or product is for the designers or product owners

B

Other departments in our organisation give feedback during the design process

C

We involve internal departments and external stakeholders such as suppliers

D

We involve internal and external stakeholders and potential beneficiaries

E

We involve internally, externally, and beneficiaries actively and systematically

Question 16 of 62

How do you evaluate the developed designs? 

Is the design developed based on previous findings in the ideation phase, or is it evaluated and adjusted throughout the design phase? 

A

We assume that the defined scope does not change

B

We regularly evaluate internally with the team

C

Internally with the team and in the light of the determined scope

D

Internally with the team and externally with a selection of the target group

E

Internally and externally using an evaluation matrix that evaluates all details

Question 17 of 62

Do you foresee an iterative process in the development of your solution? 

Does the development phase include regular testing and adjustment based on the test results? 

A

The process is fixed and does not provide for adjustments

B

We make adjustments where necessary and possible

C

We test internally in the function of the determined design scope and adjust where necessary

D

We test internally and externally and adjust where necessary

E

At each step in the design process, we provide an evaluation with the target group and adjust the design based on the acquired insights

Question 18 of 62

Do you foresee a test period before bringing a service or product to the market? 

How do you provide testing with a control and feedback group before bringing the solution to the market? 

A

From the design we go to launch, everything is predetermined

B

The design team judges when something is ready

C

We test internally for a short period

D

Testing is done internally and with all stakeholders

E

After extensive testing with stakeholders, we plan a final iteration before we launch

Empathy during the launch phase

How do you involve stakeholders in the launch of your service?

Question 20 of 62

How do you involve the beneficiaries in the launch of your new service or product? 

Do you bring your offer to the beneficiaries through the usual channels, or do you involve them in distributing and communicating your offering? 

A

We launch the service and include the target group in the communication

B

We launch based on the experience we have with the target group

C

We launch the service based on research into channels and resources within the target group

D

We actively involve beneficiaries in the launch and make them part of it

E

We launch together with beneficiaries, evaluate together and adjust continuously

Question 21 of 62

How do you capture feedback during the launch and afterwards? 

How do you ensure that the launch of an offer is not a one-off action but a continuation of the design process, with room for improvement? 

A

Feedback that reaches us is processed

B

We monitor the use of the service by the target group

C

We follow up on the use in regard of the formulated expectations

D

We sound out the extent to which our service is realising the hoped-for impact

E

We actively follow up on the first experiences with the beneficiaries. In focus groups, we process these experiences and prioritise additional needs

Question 22 of 62

How do you process this feedback? 

How do you deal with feedback? Do you answer individually, or do you make use of the opportunity to make improvements? 

A

Receiving and processing feedback is not systematised

B

We go through the feedback and see what we can do with it

C

Based on the feedback we receive, we examine what can be improved

D

We contact the beneficiaries and try to understand the context and the points for improvement

E

Processed feedback is examined with beneficiaries and, based on the result, prioritised in the list of adjustments

Question 23 of 62

How do you provide feedback to stakeholders? 

How do you inform or involve beneficiaries in the changes that are made based on feedback? 

A

When we can improve the service based on feedback, we do so

B

We communicate processed changes in the organisation so that everyone is aware of them

C

We examine how changes based on feedback improve our service

D

We inform the beneficiaries concerned about the changes that we have made

E

We involve the beneficiaries in the adjustments and communication about them

Question 24 of 62

How do you celebrate the success of your launch and subsequent changes? 

How do you use successes to communicate what your offer can do for the beneficiaries? 

A

Not

B

Internally with all stakeholders

C

Internally with the beneficiaries who were involved in the research

D

We communicate our successes widely to the target group

E

We use our successes and changes to engage a wider group of beneficiaries for further development

Impact in the framing phase

How do you start investigating the impact you want to make?

Question 26 of 62

Did the project originate from an intended impact? 

Is the difference you want to make with your development the main trigger? 

A

No, the trigger was a suspected opportunity

B

With every project, we look for the added value for our customers

C

We have tried from previous experience to achieve a better impact for our customers

D

We have researched the expected impact based on suspected needs with our customers

E

As an organisation, we continuously map out the impact we can realise for our customers and the environment

Question 27 of 62

 

How is the intended impact determined? 

Determining the intended impact can be done from one's knowledge or with the involvement of all the stakeholders? 

A

We hope to see them afterwards

B

Based on our insights and knowledge of our target group

C

From our experience with beneficiaries, we have identified the needs

D

We have actively involved the beneficiaries in exploring the desired impact

E

We work from the desired impact that we have determined together with the beneficiaries. This determined intended impact is the core of the project

Question 28 of 62

Have we investigated which other actors could influence the intended impact?

 

The impact we want to make for our target group can be supported or negated by other actors and their actions

A

No

B

We know the other actors that may influence

C

We have done our research into the possible influence of the other actors. To this end, we have investigated their objectives

D

Beneficiaries have helped to interpret the influence and impact of the other actors based on their experience

E

We have involved the beneficiaries and other actors in researching our intended impact and thus identified strengthening and weakening factors

Question 29 of 62

 

How have you mapped the impact on other stakeholders? 

When you design a solution, it can also impact secondary stakeholders 

A

Not

B

Our focus is on the beneficiaries, but we have mapped the impact on other stakeholders

C

We have examined the impact on other stakeholders based on our knowledge and experience

D

We have researched the potential impact on other stakeholders

E

We have involved the stakeholders in defining the intended impact for the beneficiaries and mapping the impact for the other stakeholders

Question 30 of 62

When setting goals and impact, have you considered the broader community impact? 

The impact on the community can be considered or can be one of the goals

A

No

B

We have an idea about the possible impact on the broader environment from our knowledge and available information

C

Based on available information, we have investigated the possible and desirable impact on the wider environment

D

In our investigation of the impact on the broader environment, we have questioned the known actors and stakeholders

E

We involved the actors in the broader environment in determining the desired impact on the environment

Impact in the ideation phase

How did you take into account the desired impact when collecting ideas?

Question 32 of 62

How did you take into account possible negative impacts when validating ideas? 

Did you investigate for which actors or environmental factors your project could have a negative impact? 

A

No

B

In neither the framing phase nor the ideation phase did we see indications of a possible negative impact

C

In the validation phase, we examined possible undesired effects on beneficiaries

D

New Choice

Impact in the ideation phase

How did you take into account the desired impact when collecting ideas?

Question 34 of 62

How did you take into account possible negative impacts when validating ideas? 

Did you investigate for which actors or environmental factors your project could have a negative impact? 

A

No

B

In neither the framing phase nor the ideation phase did we see indications of a possible negative impact

C

In the validation phase, we examined possible undesired effects on beneficiaries

D

We have explored with the beneficiaries and other stakeholders how the project could have a negative impact

E

Based on previous experience and best practices in impact measurement, we map negative impact with all stakeholders. We do this repeatedly

Question 35 of 62

Have you investigated how similar ideas in a similar context have a specific impact?

We take inspiration from similar cases in other domains; we can also do that for impact measurement

A

No

B

We rely on the available knowledge and experience

C

We have done our research on how we can measure the impact

D

When researching similar solutions, we also studied the impact measurement that we foresee

E

We are working with the beneficiaries and stakeholders to investigate their experience with similar services and their impact. We compare it with the impact measurement of similar projects that we have done before

Question 36 of 62

Have you investigated which other actors could influence the intended impact? 

The impact we want to make for our target group can be supported or negated by other actors and their actions

A

We have not investigated this

B

We do not assume an impact by other actors

C

We have looked at how other actors impact existing services

D

The impact of other actors in the domain in which we operate has been thoroughly investigated

E

We have examined with other actors in our domain what the co-relation of our services is and how we can optimise this

Question 37 of 62

How do you map the impact on other stakeholders? 

How do you research the impact of your services on other stakeholders and the environment?

A

We do not research this

B

We know the impact of our services on other stakeholders

C

We take the possible impact into account based on our knowledge of the field

D

We investigate where our services may affect other stakeholders. We investigate where our services may affect different stakeholders, including by examining overlap and complementarity

E

We involve other stakeholders so that we can investigate the possible impact together

Question 38 of 62

When generating ideas, do you consider how you will measure the impact of your project or the development of your service or product? 

What methodologies will you use, and how will you involve stakeholders? 

A

We don't

B

We do not have a plan of action and will consider how to incorporate impact measurement during the design phase

C

We have done some research on possible impact measurement and how to involve stakeholders

D

We will be guided by experts in the field of impact measurement

E

We have often used impact measurement in other projects, mastered the methodologies needed for this, and mapped out our process

Impact in the design phase

How did you incorporate the impact evaluation as determined in the ideation phase into your design?

Question 40 of 62

When choosing which ideas to develop, do you take previous impact research into account? 

Do you consider previous impact research when selecting ideas, and is it decisive in the elaboration? 

A

We hardly think about this, if at all

B

We take the expected impact into account as we determine it during the framing phase

C

We test the expected impact of each idea with several beneficiaries

D

In the ideation phase, we already simulate the possible impact of the ideas we test

E

We have standard impact evaluation methodologies which we consider at every stage

Question 41 of 62

Do you involve other actors in the design phase intending to maximise impact? 

Involving other actors can help to connect to what already exists and optimise solutions. 

A

No

B

We discuss with stakeholders how they view the expected impact

C

We simulate the possible impact with the beneficiaries; we do this with each iteration or prototype

D

We involve stakeholders to include 'externalities' (external factors influencing the impact) in the assessment

E

Each idea is systematically assessed with all stakeholders based on the expected impact. We have developed our methodologies for this purpose

Question 42 of 62

To what extent is impact validated during prototyping? 

When you test prototypes, is an impact test also possible and foreseen? 

A

No

B

During the prototyping, we discuss the possible impact

C

Each prototype is evaluated together with the stakeholders based on the expected impact

D

When evaluating prototypes, we examine the experience from the point of view of impact. We not only review the experience but how it has contributed to the goal

E

We develop prototypes from the perspective of impact and have so much experience with impact evaluation that we have developed our methods for this

Question 43 of 62

Do you involve other groups than the direct stakeholders in the testing of prototypes? 

Do you involve groups from the periphery who may be affected by your development in prototyping? 

A

No, we do not

B

We investigate what can impact other groups

C

When our development impacts others than the intended stakeholders, we include them in the impact assessment

D

In every development, we actively look for possible other groups and try to include them in the impact assessment

E

With every development, we systematically investigate who might be impacted and, depending on the findings, we will create secondary target groups if possible

Question 44 of 62

How do you consider the impact for the broadest possible group, where full inclusion is an unattainable but dreamed of goal? 

How do you investigate whether the impact you want to make for your primary target group can also be made for people with disabilities, diverse backgrounds and so on? 

A

We do not

B

We do not do it consciously, but we take into consideration when we encounter them

C

We actively ask these questions to explore the concerns of as many minorities as possible (who may be part of our target group) and the impact we have on them

D

We do heuristic research with experts to identify possible effects on minorities

E

We systematically investigate the impact on minorities within our target group, to which end we involve those minorities in our research

Impact in the launch phase

How do you investigate the impact of your development even after its launch?

Question 46 of 62

How is an impact evaluation plan set up to continue evaluating the service or product after its launch? 

How is it checked whether the expected impact as recorded in the earlier phases is also the actual impact after launch? 

A

It is not

B

We rely on the correctness of our earlier findings

C

Deviations from our expectations, if noted, are investigated

D

We consider per project what the best impact evaluation is at initial marketing

E

We draw up an impact evaluation plan based on our previous experience. That takes into account the scaling of the service, which allows us to evaluate it differently

Question 47 of 62

Who do you involve in drafting an impact evaluation plan to ensure that the service or product will have the desired impact on broader distribution? 

To what extent do you involve experts and outsiders in drafting such a plan? 

A

Not applicable

B

We continue to work with the insights and the team of the previous phases

C

We get advice from external parties in sounding board groups or advisory boards

D

We bring together different experts according to the needs of the plan to be drawn upon; we take a broad view and seek advice when putting it together

E

We have a network of impact assessment experts who we call on according to the needs

Question 48 of 62

How does the impact evaluation in the launch phase differ from the impact evaluation plan during the design phase? 

How do you adapt the way of impact evaluation to the launch? 

A

We do not

B

We take the lessons from the previous impact evaluation to adjust where necessary

C

We start a plan from scratch, taking into account the knowledge gained but adapted to the impact we want to evaluate in the roll-out of the service

D

We develop a new impact evaluation based on the learning points of the previous one, but including all stakeholders that may be affected by the roll-out

E

We have developed specific impact evaluation plans for the different phases due to previous experience

Question 49 of 62

How do you foresee adjustments to the service based on the findings of the impact assessment? 

How have you developed a plan to iteratively rework the elaborated service based on the insights from the impact assessment? 

A

We did not

B

Based on our findings, we adjust where necessary

C

We involve the participants in the impact evaluation in adjusting the service

D

We want to use the impact evaluation continuously to improve the service; we involve all stakeholders in this

E

From previous experience, we have developed methods to use the impact evaluation as a basis to optimise our service iteratively

Question 50 of 62

How do you use the impact evaluation to inform the communication of the service? 

How do you use the results of the service to promote the service and engage stakeholders? 

A

No, our communication relies on the qualities of the service

B

We communicate the qualities of the service from the results we achieve with it

C

We involve stakeholders in the development of the communication to communicate more from the benefits rather than the qualities

D

We let stakeholders have their say so that the communication relies on the target groups and the added value it brings them

E

The stakeholders and their network are the backbone of our communication, which we drive from the values delivered

The character of your organisation

To achieve good innovation that makes the impact as intended, it is important to develop an open, inquisitive and supportive character of an organisation. In this part of the self-examination, we will look at how you already succeed in this today and what other techniques can help. 

Question 52 of 62

How is the allocation of roles in your organisation used to stimulate personal development and share knowledge? 

Are tasks and responsibilities in your organisation strictly allocated by function, or are personal interests used to assign roles? 

A

Tasks are distributed according to function

B

Project coordinators have the responsibility and sometimes distribute differently than logically according to function

C

The division of tasks we base on function and experience, and we take personal interests into account where possible

D

We encourage creative use of roles

E

The will to take the initiative based on personal interests is often decisive; we use this to coach each other and share knowledge

Question 53 of 62

To what extent are employees in support functions involved in developing new services or improving existing ones? 

How are products and services developed beyond the core activities? 

A

We limit the development of services to the function directly involved

B

When we need specific knowledge in the development of services, we involve the right employees

C

We communicate openly about developments in an inviting manner, allowing employees from support functions to comment

D

We communicate openly about developments in an attractive manner to make comments; we actively involve support staff in development. We actively involve employees in support functions in development by organising feedback moments

E

We have developed a method based on previous experience to involve not directly involved employees through sounding board groups or other co-creation sessions

Question 54 of 62

How are experiences and acquired knowledge in the development of services shared within the organisation? 

To what extent do we succeed in sharing knowledge so that we do not lose knowledge and expertise when new developments occur? 

A

No knowledge is shared

B

Knowledge is shared when requested, but there is no standard procedure for sharing knowledge

C

In the project team, everyone is informed of the evolution of the project and knowledge is shared within the project

D

Knowledge is shared between projects and project teams, but not on a structural basis

E

We have developed methods and agreements for sharing knowledge across projects and developments. We do this during development and afterwards

Question 55 of 62

How are employees given mandates that give them a clear operational framework within which they have room to experiment? 

Do employees need a safe framework in which they can experiment without fear of being judged for inferior results? 

A

There is no formal framework when developing a new service

B

We take an ad hoc look at what the results are and whether further research is needed

C

With each development, there are clear guidelines regarding budget and reporting

D

Employees receive a clear mandate and are exempt from the standard reporting linked to their job in a normal functioning

E

In the case of new developments, we set up a separate structure to fall completely outside the operational scope. There are clear budgets and objectives attached to this

Question 56 of 62

How are employees involved in the ideas they launch themselves within the organisation? 

To what extent is the proposal of an idea promoted, and are employees who propose ideas involved in the development? 

A

We have no agreements on this and are not actively working on it

B

Depending on the proposal, we look, within the job content, at how we can involve the person who proposes a development

C

Whoever puts forward an idea is always involved in its further development; we try to do that taking into account the employee's expectations

D

Whoever puts forward an idea to work on can always take the lead and is supported in this

E

We encourage taking the initiative in developing an idea and provide sufficient support so that the approach can lead to the personal development of the employee concerned

The processes it takes

Developing new services and products asks for a safe context in which employees can think creatively and experiment. But there is also a need for a well-developed process. The process takes care of knowledge sharing, determination of milestones for decision-making, and follow-up of the development. 

Question 58 of 62

How do you draw up a process for developing a new service or introducing an innovation? 

How do you set up a framework within which you develop a project? 

A

We start such projects without a plan

B

We draw up rough schedule, and we see how it goes along

C

We draw up a fairly detailed project planning if possible, defining the most important milestones

D

A detailed schedule is drawn up, linked to milestones and objectives

E

We do plan but look at it iteratively; we take into account unexpected outcomes and the need for adjustment

Question 59 of 62

How do you keep all project staff up-to-date? 

How do you make sure that everyone in your team is involved and stays informed? 

A

We do not have a fixed approach for this

B

When necessary, we hold meetings with the employees concerned

C

We hold update meetings with the entire team at fixed intervals (weekly, monthly, etc.)

D

In daily stand-up meetings, we discuss the progress of all project members

E

Based on previous experience, we have developed our methodology to keep everyone up-to-date without excess meetings and communication

Question 60 of 62

How are stakeholders involved in the progress of the process? 

How do you ensure that stakeholders are involved in the co-creation process and closely involved in further communication and publication? 

A

Not, we do not have an approach for that

B

We keep the stakeholders up-to-date through the usual channels such as websites, newsletters and so on

C

At regular intervals, we organise update meetings for an important stakeholder group

D

We develop the communication together with the stakeholders

E

We develop communication with the stakeholders, and the stakeholders are important partners in the implementation. To this end, we have developed our approach based on previous experience

Question 61 of 62

How are informal collaborations allowed and facilitated so you can test experimental developments on a small scale without meeting all the standard requirements? 

How can a collaborator enter into a partnership with a third party without having to go through a full legal and financial audit, for example? 

A

There are no possibilities for this

B

Employees can work under the radar within certain budgets

C

We have foreseen possibilities for experimental projects to have collaborations that are limited in time and budget

Question 62 of 62

How are decisions taken in the function of the foreseen milestones or goals of innovation or research? 

How to avoid that the lack of decisions that can cause delays in further development? 

A

We have no solutions for this

B

We strictly adhere to the timing and make decisions in a timely manner

C

Within the mandate given for the development of a new service, a reversed logic applies, whereby the team can continue working unless decided otherwise

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