Alight, previously known as the American Refugee Committee, is a global NGO providing aid to displaced individuals since 1979. A significant shift in their corporate strategy occurred in 2021 with the appointment of a new CEO from the human-centered design field.

The Challenge:

With the change in leadership, Alight quickly adapted its strategy to emphasize customer-focused insights, collaborative creation with beneficiaries, and continuous improvement of services. The critical question was how to effectively demonstrate these strategic advancements to the board and the broader sector.

Our Solution:

The initial step involved introspection. We explored the true meaning of developing customer-focused insights in Alight's various global offices, particularly amidst rising climate-related displacements. We delved into the real-world application of participatory creation with beneficiaries and the integration of field feedback into enhancing service design. Our goal was to measure and document these processes practically and enduringly.

Powered by Neol, Nuway, and Fraîche design thinking analyzed the organization's belief system, information framework, and operational foundation as it matured.

The approach involved defining a straightforward set of key metrics across three levels: general statistics, strategic performance indicators, and operational metrics. These metrics were then visualized through engaging data presentations accompanied by a guide to facilitate cultural transformation within the organization.