Turning a target operating model into something people could actually work with.

A newly integrated biomarker and pharmacology unit had launched its Target Operating Model.

On paper, it worked. In practice, people struggled to understand where they fit, how decisions would flow and what the new structure meant for day-to-day work.

The operating model existed. Shared understanding did not.

We helped translate the model into something human, usable and operationally clear.

Design-thinking sessions brought together teams across operations, science and bioanalytics to map responsibilities, expectations and ways of working in practical terms.

The work focused on:

• Clarifying roles and behavioural expectations

• Building persona-led understanding across teams

• Translating structure into operational meaning

• Designing a consistent communication and navigation experience

• Creating digital support tools that reinforced adoption beyond launch

A supporting microsite and playbook gave teams a practical way to navigate the new operating environment from day one.

The result was not just better communication. It was greater confidence, alignment and usability across the operating model itself.

Focus Areas

• Target operating model implementation

• Playbook development

• Communications and engagement

Outcomes

• Improved clarity around roles and ways of working

• Stronger operational alignment across integrated teams

• Increased confidence navigating the new operating model

• Practical adoption support embedded into day-to-day work