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.

  • 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.

  • How can we enable ITK to evolve into a reproducable revenue-generating offering without compromising delivery quality or employee capacity?

Current state blueprint

Outcomes

    • Increased workshop revenue through customizable offerings

    • Reduced delivery cost and prep time

    • Improved sales confidence and conversion

    • Lower facilitator burnout and risk

    • Clear ownership across service stages

    • Faster turnaround from request to delivery

    • More consistent client satisfaction

    • Higher facilitator confidence and engagement

    • Stronger trust in ITK as a premium service

    • 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)

Co-creation and prioritization

Next

Zibal-T