To manage complexity in distributed teams for a FTSE100 company, we focused on re-establishing customer-led design and delivery processes, understanding current workflows, and addressing foundational issues. The task involved discovering the existing state to recommend a future blueprint, aligning global workflows, improving team collaboration through new practices, and utilising automation tools. The output includes validated user journey flows, workflow documentation, toolkits for software recommendations, and strategies for implementation.
The customer is a complex organisation with over 27 brands, 60 websites and 20 languages. The client’s global offices and third-party company acquisitions forge working relationships and patterns that disconnect their e2e Product and UX workflows, resulting in departments operating in siloes and as services.
- Re-establish ways of working, culture & capability and governance to ensure the design and delivery process is customer-led within the business
- Understand the current state of e2e Product and UX processes to highlight opportunities and weaknesses before re-establishing them
- Understanding the leadership team’s expectations of the process and their ambitions. This requires a view of where the customer is today and where they want to get to
- Address and fix the basics in order to be in a position to transform and scale
“Lead with discovery” to identify the ‘as-is’ state to enable recommendations for a ‘future state’ blueprint to embed and establish standardised operations, with an aim to understand how teams work together, how they get their work done and how the team’s work creates impact and delivers value.
- Establish a single source of truth to align our target department with complex global workflows
- Embed new rhythms, habits and ways of working to improve alignment between specialised teams
- Reimagine the use of automation tools to achieve visibility, time-tracking and asynchronous collaboration between time zones
- Ideate and validate ‘blue-sky’ customer journey maps and thinking with actual users to instigate organisational change
I facilitated the staged implementation of validated User Journey flows, Workflows and Automations for e2e processes; including the co-design of solutions, artefacts and documentation for the visibility of departments and key project milestones.
- Production of required documentation, supporting assets and artefacts
- Production of required toolkits, including business cases for recommended software
- Embedding, adoption and training of documentation, training, and assets & artefacts
- Production of backlog, plans and strategy for implementation