CHALLENGE

• Help a high-growth business make their back-end processes more effective and efficient. 
• Identify areas in the service experience for improvement.  
  

METHOD

• Session 1 - delivered with the investor and co-founder: Defining the existing 4 customer types. Basic mapping activity to outline the existing customer journey and  service delivery model (including both online and offline interactions).
  
• Session 2 - delivered with Future journey and service delivery process mapping. This was
  

OUTCOMES

• A clearer understanding across the business of the key internal processes which needed to be redesigned.
  
• Four clearly defined customer types, each with a clear user-journey designed around their needs. 
  
• New team members/contractors successfully on-boarded. 
  
• Angel investor brought on board into decision-making processes.