Our approach uses design thinking methodology to stay focused on human connections and your goals for happy team members, improved customer service, and business success.
Empathize
Gather feedback from team members to understand at a regional level how their experience can be improved.
Key Activities
Project Mobilization. Kick-off meeting to establish the vision, project success criteria, key milestones, schedule and roles and responsibilities.
Site Visit. Up to (3) members of the Perkins&Will team will tour an existing Telus International workspace for a full-day. This proposal assumes the site is either Las Vegas or Central America. Traveling to the Philippines would require additional time and would be handled as a add service.
Regional Virtual Focus Groups. Conduct (4) regional focus groups with live polling to gather feedback on team member experience, new ways of working, and regional workplace preferences.
Telus International Review Checkpoint #1. Review findings from the review of existing survey data and regional focus groups.
Deliverables
Kick-off meeting agenda, presentation, and summary.
Summary of site tour observations.
Regional focus group agenda, presentation, and live polling questions.
Summary of four (4) regional focus groups feedback and other relevant team member survey data available.
Telus International team checkpoint presentation summarizing project findings from the Empathize phase.
Define
Gather feedback from business experts to understand how new ways of working should translate into a workplace experience that will attract and support talent and new programs in the future.
Key Activities
Existing Space Review. The Perkins&Will team will review existing plans for four (4) representative locations to to provide background on current design approach and to understand how secured separation is addressed today.
Existing Brand Standards Review. The Perkins&Will team will review existing brand standards as well as brand & wayfinding implementation in four (4) representative locations, including examples of client branding within Telus International locations.
Information Sharing Workshops
Branded Experience. Perkins&Will will provide an overview of trends and examples in branding and wayfinding to provide thought starters for this workshop with Telus International subject matter experts. This review of trends will be followed by a deeper dive into the future brand experience expectations and success/challenges with the current Telus International and client brand expression in the workplace.
Workplace Experience. Perkins&Will will provide an overview of trends and examples of workplace design including well-being strategies and sustainability. This review of trends with Telus International subject matter experts will be followed by a deeper dive into space planning, workplace standards, account separation solutions, collaboration spaces, and lighting & acoustic aspirations for this Playbook.
Technology Experience. Thoughtful technology integration is essential in workplace design, and we believe that a focused discussion on workplace technology strategy and goals is needed to shape the final Playbook guidelines.
Telus International Review Checkpoint #2. Evaluate findings from the review of existing plans, materials, and information sharing workshops and confirm planning assumptions for headcount and growth.
Deliverables
Unique meeting agendas, presentations & summaries for each of the identified Information sharing workshops.
Telus International team checkpoint presentation summarizing project findings from the Define phase.
Ideate
Develop the playbook framework and a range of options that incorporate team member experience and business needs and then refine those options to take into the prototype phase.
Key Activities
Design Playbook Framework Development. The Perkins&Will team will define the conceptual framework and content outline for each section of the Design Playbook including strategies for incorporating regional preferences.
Space Program Development. Design an initial programming tool to address the breadth of space types that will use the Design Playbook. Programming tool will be reviewed and refined with the appropriate Telus International subject matter experts during this phase.
Furniture Standards Development. Design a range of conceptual workplace furniture standard options to support the space program. Workplace furniture standard options will be reviewed and refined with appropriate Telus International subject matter experts during this phase.
POP Brand Guidelines Development. Design a range of conceptual POP brand implementation strategies to support the space program. Strategies will cover both Telus International branding and client branding. POP Brand options will be reviewed and refined with appropriate Telus International subject matter experts during this phase.
Wayfinding Guidelines Development. Design a range of conceptual wayfinding strategies to support the space program. Wayfinding options will be reviewed and refined with appropriate Telus International subject matter experts during this phase.
Telus International Review Checkpoint #3. Confirm and provide feedback on presented options for the space program, workplace standards, POP brand standards, and wayfinding.
Deliverables
Draft of the Design Playbook framework and regional preference strategy.
Draft of the space program tool, and options developed for account separation, furniture standards, POP brand standards, and wayfinding.
Telus International team checkpoint presentation summarizing option decisions and other feedback on the space program, account separation, furniture standards, POP brand standards, and wayfinding.
Prototype
Further develop selected options and draft the remaining playbook sections based on programmatic and aesthetic requirement decisions made during the Ideate phase.
Key Activities
Ideate Phase Revisions. Based on feedback, revise the Design Playbook sections for the following areas: program dashboard, space planning principles, account separations solutions, collaboration and common spaces, furniture standards, POP brand, wayfinding.
Develop final Design Playbook prototype. Draft sections for the following areas: color, lighting, acoustics, technology integration, sustainable design, foliage, and accessories. Options will be reviewed and refined with appropriate Telus International subject matter experts during this phase.
Telus International Review Checkpoint #4. Confirm and provide feedback on the prototype of the Design Playbook including new sections developed during this phase.
Deliverables
Revised Playbook sections from the Ideate phase.
Draft of the Playbook sections for color, lighting, acoustics, technology integration, sustainable design, foliage, and accessories.
Full prototype of the Design Playbook.
Telus International team checkpoint presentation summarizing decisions and feedback on the prototype Design Playbook.
Final Playbook
Document the final guidelines into a complete Playbook of design standards that reflects the Telus International brand and Value Culture Chain that sets to the stage for an amazing team member and client experience.
Key Activities
Final Design Playbook Documentation. Finalize all sections of the Design Playbook.
Telus International Review Checkpoint #5. Review to provide final feedback on the Design Playbook.
Document Future Enhancements. Project team will document improvements suggested but not incorporated, so they can be considered for a future revision.
Deliverables
Digital/editable Design Playbook and all supporting files and drawings.
List of future enhancements to the Design Playbook.
We have been the developer and the recipient of many design playbooks.
No one knows better than we do what it takes to create a set of standards that are specific enough to be useful and flexible enough to allow for differences in regional culture, office sizes, and budgets.
General Services Agreement
We have reviewed the General Services Agreement, and find it to be a well-drafted and comprehensive services agreement that will be an excellent basis for final negotiation and engagement upon our selection.