The objective:

The service this company supplied was achieving sub-optimal results from customers and financially. The objective was to review the design of the service and understand whether the design was impacting performance and if, so where improvements needed to be made.

Key insights:

An end-to-end review of customers revealed that design was not meeting the needs of one key cohort. We also found that the organisation had focused on delivering empathy to customers, which was critically important, but there had been a lack of focus on building trust and fairness which were also critical requirements for optimal service delivery. The review of the service operations showed that risk management techniques were being used effectively to ensure key customers were receiving the right level of service.

Outputs:

• Board papers

• Supporting PPT documentation

Activities:

• Synthesis of customer needs

• Customer and operational measurement review

• Stakeholder and provider interviews

• Academic and grey literature review

• Stakeholder workshops

• Document preparation

My Role:

My role in this work was to lead the project teams, conduct key aspects of the customer review, write the customer review documentation and overall board papers.