Empowering TTC's Diversity Department
Strategy Development
This academic project was conducted in a team of four across a period of six weeks. Our team was introduced with a department-specific challenge by TTC's Diversity Department. Following a rigorous primary and secondary research process to analyse the challenge, we developed the solution in form of a 3-year long strategy for the department
Role: Strategy Development
Completed: June 2023
The Challenge
Need of restructuring and strategy to improve department efficiency and effectiveness
As part of our capstone project at OCAD University (M.Des. SFI program), the clients at TTC's Diversity Department presented the initial challenge of the need of restructuring and new strategy for the department.
Our process constituted conducting research and analysis to frame the problem and then ideating to further develop a solution for the department. Our goal was to empower this 2-year old department within a 100-year old organization to operate and collaborate effectively.
Organizational Structure
Trends and Signals impacting IDEA integration
The Approach
Understanding the department and its environment
The Diversity Department was established in 2020 to work across the TTC and community to create a culture of inclusiveness, respect, equity and dignity. The department is responsible to integration of IDEA (Inclusivity, Diversity, Equity and Accessibility) principles across the organizations.
What is the significance of IDEA (Inclusivity, Diversity, Equity and Accessibility)?
We conducted the STEEPV Analysis to understand the signals of change and trends that signify the need of IDEA integration in organizations.
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Shifting workforce demographics: As Toronto's immigration rates rise, locals depart, driving an imminent immigrant workforce surge. This fuels demand for inclusive workspaces, shaping a multicultural future that expands the boundaries of IDEA beyond race and culture.
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Value-based brands on the rise: Understanding and adapting workspaces for the future workforce, particularly GENZ, is crucial. Integrating IDEA values into company culture and benefits is essential for attracting them, leading to improved reputation, customer engagement, loyalty, and satisfaction.
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Diversity for Innovation: It is known that Racially diverse team outperform non diverse ones by 35% (Mckinsey). Now a days, having a team with diverse talents and inclusive cultures have better innovation and creative outcomes.
Methodology
For this project, we used the double-diamond process, starting with discovering and defining the problem with the help of research, and eventually ideating and prototyping to deliver the solution.
Secondary Research
We started with secondary research involving literature review, benchmarking study and signals and tends analysis to understand the department, its environment and factors that may impact or signify their work.
Literature Review
Reviewing the department's objectives, key concerns, vision, and goals.
Identifying potential ambiguities in departmental strategy & structure.
Benchmarking
Identifying innovative examples of IDEA integration from across the world.
Identifying common challenges experienced by organizations.
Signals and Trends
Identifying signals of change and trends that can potentially have immediate or future impacts on the department.
Primary Research
Workshop: We conducted a workshop with the department. We used multiple tools and prompt questions, such as stakeholder map, love letter and breakup letter, etc, to understand the department's environment, stakeholders, challenges, activities, and relationships within the TTC. And at last, to focus on identifying the core problem that needed to be addressed.
Survey: Our final step in the Discovery phase was conducting the survey to explore the dynamics of collaboration between the Diversity department and other relevant departments. The survey gave us an additional perspective to reclaim or confirm the identified problem.
Workshop
Survey
Problem Definition
How might we establish a clear internal structure and guideline for the Diversity Department to effectively collaborate and work with other departments in the TTC, ensuring efficient operations and creating impactful and sustainable outcomes?
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Make project term more efficient
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Establish our unique value
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Build beneficial working relationship
Solution Development
We conducted a co-creation workshop with the clients to ideate the solution with them. The workshop comprised of answering four "How might we?" questions that resulted from our problem statement. This process led us to define the must-haves for our solution which are as follows:
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Developing relationships with new departments and leadership
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Relationship building with more experienced departments
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Clear job descriptions, roles and responsibilities
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Well-defined project scope, goals and purpose
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Project management and coordination
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Establishing accountability mechanisms
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Communicate to understand others’ needs and concerns
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Communicate or advertise departments activities and success
Solution Delivery
Our final solution for the department was a 3-year strategic plan comprised of 11 initiatives, based on 3 concepts.
These 3 concepts were then used as a basis to come up with 11 tangible initiatives which can be categorized as quick wins or short-term initiatives, medium-term initiatives and long-term initiatives.
Strategic Initiatives
Finally, we detailed all the 11 initiatives while keeping them aligned with our goals. This involved defining each of the initiatives, their significance and timeline. Each initiative has been detailed out in the report made for the client with description, required capabilities, resources and impact. However, the following list gives a short overview of each initiative.
Co-Creation and Work Training
Partner with external coaches for co-creation work training of the department.
Relationship Building
Develop understanding with other departments through formal and informal channels.
Showcasing Impact
Build credibility by showing department work and success to the organization and public.
Communication Channels
Streamline and standardize communication channels internally and externally.
IDEA
Metrics
Develop measurable IDEA indicators. Track the impact and areas of improvement.
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Project
Management
Improve efficiency by introducing project management capabilities.
Employee Resource Groups
Employee-led groups with shared interests/identities advocate for their needs.
Departmental Repository
Enhance accessibility to the department documents and repository.
Department Building
Define long term vision, conduct needs assessment and define task boundaries.
IDEA Training Modules
Develop IDEA modules which can be customized as per the needs of other departments.
Resource Platform
Co-creating an accessible platform with all TTC departments.
Strategic Report
The solution was presented to the clients along with a comprehensive strategic report, detailing the entire process.
Learnings and Takeaways:
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Learnt to deal with an extremely significant and critical topic with sensitivity.
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Learnt to co-create the solution with clients and facilitate co-creative sessions and workshops with them.
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