The opportunity

At the beginning of COVID 19, as with most businesses, accessibility to services, impacts on the operating model and the need for changes in regulation in order to be able to keep operating and providing essential services to customers. 

As crisis teams were rapidly forming to address the issues, to be able to swiftly create a common point of reference of the current state and to be state of the respective products and services where there were significant impacts. As the client had overseas processing and service teams, a swift response was critical.

How might we swiftly address access and operating problems for
our customers and the business and remain compliant.

In order to collaborate efficiently and effectively, we created Customer Journey and Service Blueprints which illustrated the end-to-end journey of the customer as well as the full stack of the organisations operating environment and impacted areas.

To support this, we utilised lean and agile frameworks to achieve the desired outcomes in the rapid co-design sessions.  Many of the process verticals contained detailed outcomes around processes, systems and linked to the Jobs To be Done and Kanban .

Standups took place every morning and every afternoon with all key stakeholders, and in between were the co-design / collaboration sessions. This ensured transparency so when changes were made, an artefact was available post implementation that provided details into the changes.

The uses…

The Customer Journey / Service Blueprint is a core tool in bringing teams together to understand the current state, then it traverses into a common brain, which is a powerful collaboration tool for achieving a productive and transparent working environment and delivery outputs that meet acceptance criteria and avoiding the “death spiral” of trying to make changes in a linear process instead of a collaborative process.

The Customer Journey / Service Blueprint is probably one of the most diverse tools that can be used across the business, such as:

• Corporate & Business Strategy - areas of opportunity, traversing portfolios and their relationships, systems thinking, individual business vertical relationship opportunities, systems alignments

• Product / Service roadmap - opportunity identification, product / service extensions and alignment, gap identification

• Transformation - portfolio / program / project / systems alignment, end state customer alignment

• Current State, To Be State, Future State and lineage mapping across these