Identifying Service Improvement opportunities for MITRE’s Innovation Toolkit (ITK)
Streamline workshop process that increased revenue and exceeded customer expectations
Role: Lead Service Designer
Methods: Research, interviews, service blueprints, workshop facilitation
Project duration: 2 months
Client: MITRE’s Innovation Toolkit
The MITRE Innovation Toolkit (ITK) is a set of tools and methods designed to help teams tackle complex problems and drive innovation. Originally created for internal use, growing client interest led to increasing demand for ITK workshops.
This project demonstrates how service design translates internal capabilities into scalable offerings by aligning business strategy, delivery operations, and user experience. The resulting system reduces operational risk, increases revenue potential, and creates clarity and confidence for both providers and customers.
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The Toolkit team needed to grow revenue by offering ITK workshops to clients, but lacked a structured service model that balanced:
Employee capacity and project commitments
Delivering consistent client value and experience
Operational clarity of workshops for delivery teams
Without a clearly defined service experience, workshops were difficult to scale, delivered inconsistently, and costly to support, creating challenges for both the client experience and internal teams.
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How can we enable ITK to evolve into a reproducable revenue-generating offering without compromising delivery quality or employee capacity?
Outcomes
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Increased workshop revenue through customizable offerings
Reduced delivery cost and prep time
Improved sales confidence and conversion
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Lower facilitator burnout and risk
Clear ownership across service stages
Faster turnaround from request to delivery
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More consistent client satisfaction
Higher facilitator confidence and engagement
Stronger trust in ITK as a premium service
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Workshop revenue growth
Time to scope and schedule
Facilitator utilization and satisfaction
Client satisfaction and repeat engagement
Workshop completion and outcome adoption
Approach
Review of existing workshop materials, contracts and delivery processes.
Conduct interviews with service providers and customers (internal and external)
Discovery and Research
Current state service blueprint
Identification of breakdowns, redundancies and risks
Service Mapping
Future state service blueprinting
Cross-functional workshop (action prioritization based on effort and impact)
