The adoption of generative AI (GenAI) by public organisations in digital citizen services presents both opportunities and challenges. While GenAI solutions such as Microsoft Copilot have the potential to improve the efficiency and quality of service delivery, public organisations are hesitant to explore its value. Consultants within Capgemini’s Microsoft cluster play a key role in optimising digital service systems but face difficulties in advising public sector clients on GenAI. Through a strategic design approach, this graduation project focused on developing a solution that enhances consultant support in early stage GenAI discussions to ensure that public sector clients can explore GenAI in a way that is strategic, informed, and aligned with their needs.

In the research phase, GenAI adoption barriers of public organisations and difficulties consultants face in guiding clients on GenAI were examined. The literature research, interviews with consultants, and insights of experts revealed that trust, regulatory concerns, and uncertainty about the value of GenAI are key barriers preventing initial adoption. Public sector clients often operate in a regulated and risk averse environment, making them reluctant to explore this new technology. While consultants recognise GenAI’s potential in projects, they struggle to make discussions about GenAI concrete, address client concerns, and align it with organisational needs.

The insights from the research were translated into design opportunities in the definition and ideation phase. Through brainstorming and evaluation sessions, several ideas were explored which would support the consultants as trusted advisors and build client trust in generative AI through an adaptable, interactive and collaborative way. After evaluating five concepts, strong elements were combined into a new concept.

The concept development phase led to a final design: the GenAI Exploration Kit, a toolkit to empower consultants in supporting GenAI exploration with clients. Consultants can use the toolkit to guide clients through an exploratory journey of five interactive sessions which help clients understand GenAI’s potential, identify relevant use cases and address possible risks. The toolkit includes support materials to facilitate exploration sessions and session materials consisting of collaborative canvases and stimulus cards to guide discussions and spark co-creation.

The final design was evaluated with Microsoft consultants to assess its relevance, usability and scalability within Capgemini’s consulting practice. The evaluation validated that the toolkit provides the necessary structure for consultants in enabling them to guide discussions on GenAI more effectively. The consultants valued the interactive format and strategic step by step approach, helping them make GenAI more concrete and connected to the current challenges of the client.

To ensure successful implementation, a strategic implementation plan was developed which outlines a phased approach to adopt it within Capgemini on different levels and sustain its relevance. Additionally, recommendations for further research and development were made including pilot testing the toolkit in real client engagements. With continued development, the GenAI Exploration Kit has the potential to become an essential resource for consultants to guide public organisations in valuable exploration of AI.