In 2014, World Vision was the world’s largest aid agency, and the oldest, most trusted agency in NZ, with a staff of 100.

In the field (supply-side), World Vision is global best practice. Working to regenerate vulnerable communities in a 15-20 generational journey. Using systems-based design principles to build self-sustainability and resilience in all areas of extreme vulnerability (health, wellbeing, sanitation, education, personal agency, empowerment, and protection from violence).

In markets (the fundraising side), World Vision was the opposite. Products and services were deeply disconnected from the transformation work undertaken field-side, relying on an outdated ‘broker-in-the-middle’ organizational model, unchanged for 30+ years.

Melissa was recruited by the Board to transform the organizational model, for global roll out.

A 3-year strategic transformation journey, setting up a Transformation team.

Discovery

Full ecosystem mapping (contextual trends + forces, market, macro, competitor, exemplar mapping) - both market-side and field-side.

Deep discovery work with internal staff (market side and field side) to unpack the blocks and trapped potential.

In-depth customer research in market (NZ) + in-field community research (India, Tanzania). Large scale quant. survey for $$ validation.

Organizational forensic research - lifecycle analysis, value chain + process mapping, financial analysis.

Distillation

Set new strategic direction. Redefined purpose, vision and values. Mapped as blueprint to operating model with clear practice principles.

Design

Calibrated and distilled discovery insight streams into design challenges for large-scale, all staff ideation sessions. 170 concepts developed. Distilled into 3 core solutions. Developed + prototyped in 3 rounds of market validation testing. Undertook live market testing in market (donors) + in-field (communities) for full value chain assessment. First community tested in Tanzania. Then stress-tested in hotspots - South Sudan, Afghanistan, Solomon Islands, and Cambodia.

The essence of the design blueprint for the future business model was a digi-portal platform model enabling mutual, two-way authentic connection and mutual transformation between donor and recipient community. It was a low cost, content rich, globally scalable model, that honored the agency of communities, and heroed the incredible work done by World Vision staff in-field.

Operating Model

Defined a new in-market organizational blueprint

(i) built a new branded identity and market expression

(ii) overturned the monetization model for sustainable revenue growth

(iii) defined a future proofed and scalable operating model that reflected lean thinking business principles (tech, systems & processes, leadership, people capability, governance, BI).

People Model

Throughout the entire process, Melissa also worked to build up leadership and organizational capability in systems-design thinking, customer-led ways of working, insight-driven strategies, and needs-based innovation.

Lastly to facilitate productive Board / Exec team conversations, and ensure traction, Melissa set up a mini 50/50 steering committee.

The live market testing showed:

(i) 27%+ more field impact (profit equivalent)

(ii) radically improved staff engagement - especially in field, with greater wellbeing, and reduced turnover

(iii) significantly improved experience for donors

(iv) reduced market brand risk.

The new Digi portal platform model was held as case study planned for World Vision global adoption, and at the time of Melissa’s leaving (Melissa resigned on the death of her father), it was being stress-tested in Tanzania, Afghanistan, South Sudan, Cambodia and Solomon Islands.

In terms of upskilling, several of Melissa's team have gone on to work as regenerative, systems-design practitioners on transformation projects in other industries.

“Melissa’s expertise in design-led thinking is outstanding, in spearheading the World Vision New Zealand transformational agenda. She is challenging, rigorous and super strategic. Most importantly, Melissa has a fierce ambition for the best outcome and operates with the upmost integrity." - Dr Sandy Callister, Board member

Melissa is quite simply a world class design practitioner. Her work at World Vision has been critical to exposing core challenges and providing a clear and strategic way forward. Her ability to balance strategic and commercial demands within rapidly evolving environments is impressive." - Abraham Gibson, World Vision board member

"Where to start? Melissa is the real deal. Bundled in an effervescent parcel of infectious optimism, Melissa has a rare ability to cut through rhetoric, business myths, and pinpoint the true commercial/strategic/brand problems. The best part comes with the way she develops cunning strategies to solve hairy problems. Melissa is results driven and settles for nothing less than excellence. She has an enviable know-how on all aspects of modern business practice to add to her capabilities as a stunning marketer." - Helen Carter, GM Marketing

"Melissa's agile mind is her greatest asset. Her ability to visualise a certain future, create a strategy and articulate a clear pathway from concept to reality is admirable." - Vijah Sethi, business analyst

"Working alongside Melissa has been one of the best professional and personal experiences I've had to date. She knew just when to push and pull me to bring out the very best in me, always challenging me to deliver with quality and precision. She is an expert in her craft. Her ability to balance creativity and innovation with sharp commercial savvy is awe inspiring. Moreover I admire her strong sense of professional integrity and heart for people. Melissa is without a doubt one of the smartest and down to earth people I have had the privilege to work with." - Charmian Mead, transformation strategist