Summary
Our team collaborated with a dedicated subgroup from the sales and product teams on the 'Attach' and quoting work streams to identify opportunities for enhancing efficiencies across personnel, processes, and tools. Through stakeholder interviews and a series of workshops, we systematically gathered and structured our findings within a service blueprint framework.
Role: Researcher and Service Designer
Methods: Workshops, interviews
Date: 2021 (2 weeks)
Type: Service Blueprints
Company:Insight Digital Innovation
approach
2 day workshops to identify and prioritize root causes.
This facilitated a conversation through symptomatic pain points so that we could identify the underlying issues. We talked through priority order for our top three root causes.
Brainstorm opportunities.
We discussed specific areas of opportunity to address our problem statement and points of friction within the user journey.
“The deal registration process makes it impossible to turnaround a special pricing quote in a day.”
“We can’t even tell which products belong together. That’s a data governance issue, not an IT issue.”
Current Quoting and Attach main user journey
Process
Identify and Prioritize Root cause
To effectively address issues at their core, rather than merely treating superficial symptoms, the team needed to formulate a clear and precise problem statement that truly represented the situation. Subsequently, we explored various opportunities that could emerge from tackling that issue.
In small groups, we prioritized the root causes by assessing their business impact and the feasibility of implementation.
Priority #1 Root Cause: Organizational & Cultural> there is no business-minded Product Owner dedicated to Search and data filtering.
Priority #2 Root Cause: Processes> there is no framework or enterprise standards for the data that powers SMART and Insight.com
Priority #3 Root Cause: Tools and Infrastructure> CNET data needs to be supplemented with custom product enrichment details.
Establish the opportunity-driven Problem Statement
From accessories to warranty and related services, how might we find opportunities to upset product orders today?
The problem statement was effectively articulated, allowing us to view our root causes as opportunities that can drive a solution-oriented brainstorming process. This approach encourages innovative thinking and collaboration, fostering an environment where potential solutions can be explored in depth.
Map out the current state Attach User Journey
Current state journey map
Synthesize interviews into current state service blueprints and review with stakeholders to identify opportunities.
Roadmap for Success:
Outcomes and recommendations:
Reflections:
Learned the value of service design: articulated needs, gaps, and actionable recommendations for organizational and process improvements. It helped higher management gain a comprehensive, empathetic understanding of the customers’ and employees’ needs.