Innovating Community Facilities and Service Design

THE CHALLENGE...

With an expanding population and new suburbs on the horizon, the Planning Team at this large metropolitan Council knew that the existing ways of working based on traditional population-based algorithms needed to change. A new approach to meet the changing demands of their communities was required.

What We Did...

G2 Innovation asked the team 'what if' instead of basing community service planning on algorithms, we based it on human needs, wants and expectations. 'What if' we could reimagine planning so that it has the flexibility to work in the present and also in what will be a remarkably different future in 10, 20, 30 years time? 'What if' we could build infrastructure that is adaptable and fluid?

WHAT WAS ACHIEVED...

Over 4 co-design workshops, we co-developed a new approach to community service design which in turn led to a series of human-centred, integrated, sustainable, frictionless, collaborative, experience-driven ideas for future community facilities and services.

“The co-design program with G2 Innovation was fantastic. It took us away from our team’s usual approach to working and empowered us to think differently and produce exciting ideas, which I believe will greatly benefit our communities in the future. ”

— Andrew Johnson, Manager Strategic Planning

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Building a Culture of Innovation at Queensland Health

The Challenge: Bridging the Gap Between Systems and Patients

Queensland Health’s Procurement and Systems team faced a fundamental disconnect. While their work focused on procuring medical equipment, allocating funding, and monitoring system performance, it felt removed from the actual patient experience. Their goals; quality, cost-effectiveness, and timely delivery were essential but often internal-facing. The question was clear: How could they evolve to meet the growing demand for creativity, innovation, and patient-centric healthcare while maintaining their core responsibilities?

Our Approach: Embedding Design Thinking in Healthcare Operations

To address this challenge, G2 Innovation launched a dual-stream transformation program: a Design Thinking capability uplift for a dedicated group of innovation ambassadors and a culture redesign initiative for the broader department.

Over six months, we trained these ambassadors in human-centred design principles, tools, and mindsets. This empowered team became internal champions, sharing their knowledge and applying Design Thinking to real-world projects—both internal and external—leading to more empathetic, patient-focused solutions.

In parallel, we facilitated a series of Idea Jams to co-create the department’s Purpose, Vision, and Values. These sessions helped align the team around a shared ‘Why,’ enabling them to collaborate more effectively and place Queenslanders’ needs at the centre of every decision.

The Impact: From Process-Driven to Purpose-Led

The transformation was profound. The department adopted more creative, collaborative, and transparent ways of working. Cross-functional teams began tackling key initiatives, project visibility increased through in-office visual boards, and Design Thinking became a common language across teams.

Key outcomes included:

• Stronger alignment around a shared purpose centred on patient value

• Increased use of human-centred design tools in both patient and employee experience projects

• Improved internal communication, reduced silos, and higher team engagement

• A strategic roadmap for sustained innovation and patient-centricity

This cultural and capability shift transformed the team’s identity—from service provider to influential change-maker within the organisation.

Recognition: Award-Winning Innovation in Healthcare

G2 Innovation’s work with Queensland Health earned national acclaim, including a Silver Medal at the LearnX Awards and a Finalist nomination for Best Talent Development Program at the AITD Awards