CHALLENGE
Help DigitalCity Business (DCB) develop exciting and relevant business support services for digital entrepreneurs. 

METHOD

• Undertook user-focused research with existing DCB member-businesses to gain insight into their needs as entrepreneurs and understand where DCB could improve their services.
  
• Developed bespoke research tools including the ‘bitching book’ (a tool for research participants to record ‘internal’ organisational issues) and the ‘slap-dash’ (an online diary).
  
• Clarified DCB’s existing service offer through mapping the customer journey (external) and delivery processes (internal).
  

OUTCOMES

• A deeper understanding of the issues DCB member-businesses experience in their day-to-day business activities.
  
• A clearly defined package of services developed.
  
• Ideas for additional DCB services,
  
• Clearer definition of roles within the existing DCB team,
  
• Identification of gaps in service delivery and development of more efficient delivery processes,
  
• More effective communication of the DCB existing and future business model to investors and funders using large-scale print-outs of the digital maps,