With any major initiative, a critical question is how to assess its impact — what are the key metrics, and how best to measure them. As Genpact continues to scale its human-centered design capability using the LUMA System, Giacomelli, senior vice president and chief innovation officer, identified three three key metrics he uses to measure progress:
Projects: The number of client projects that incorporate human-centered design, which increased tenfold from Q1 2016 to Q1 2017, a strong exponential curve as a measure of added value for clients and Genpact.
People: The number of Genpact employees trained in human-centered design — more than 1,000 and counting — and who are fully embracing the methods in their work, as a measure of building sustainable change.
Culture Change: And most challenging, the extent to which design thinking has become a core component of Genpact’s cultural change and strategic transformation, as it broadens beyond an environment grounded in Lean Six Sigma. “Cultural change is the most complex, but it’s also the most powerful,” Giacomelli says. “I think the future will tell if design thinking is really delivering the complete visionary power we had in mind. The early signals are very positive.”