Suru was responsible for actually getting the platform to be live and in use, not simply for designing and building it.
This meant significant change management work, helping regional office teams understand how their work would fit with the new platform and, sometimes, change how they’d always done things to utilise the system to the fullest extent and realise the project’s desired efficiency gains.
By acting as the bridge between users’ needs and the system design, translating their context and day-to-day activities into actually using the system, Suru took a massive burden of change management and stakeholder management away from AIM themselves — no need for a full-time project team within AIM.
Since inter-organisational collaboration is such a key aspect of AIM’s work, Suru facilitated user testing scenarios across multiple teams ensuring critical parts of business processes didn’t get lost “in the gaps” between teams.