How do we develop a world-class product-engineering culture that delivers on customer expectation and maximises the benefits of our technology platform?

Service Design

Our process

We partnered with a global product agency to help them uncover the issues that were hindering a leading consumer website from rapidly releasing innovative products to market to meet the changing demand of their customers.

 

With the company spread over 3 UK locations, with multiple consumer facing products under one brand and each product in a different state of migration to a single technology platform, this was a complex project to unravel.

 

Over an 8 week period, we conducted over 40 face-to-face stakeholder interviews across 3 locations; ran 2 one-day discovery workshops; reviewed multiple strategic documents, customer insight reports, customer data reports, customer personas and journey maps, customer success metrics and social analysis. We observed the development process with the product agency partner and reviewed processes, protocols, tools and platforms across the organisation.

 

In order to contextualise the data we were gathering, we also conducted market and competitor research including trend analysis and reports, as well as building out the individual product value propositions and a motivational matrix for identifying employee relationship and engagement.

 

The resulting output from the Discovery phase raised 523 pain points across the organisation. From this extensive list we rated, prioritised and grouped the pain points into 30 key themes, this included 9 company-wide themes and 21 themes specific to the development phases.

 

The outcome

Following the Discovery and Ideation phases, we developed over 60 MVIs detailing how the company could move from their current position to their desired position. These were scheduled over 2 waves of implementation, all mapped and assigned with tasks, subtasks, definition, business impact, owners, timelines and KPIs. In addition to the development process and organisational MVI’s, we included a detailed People Strategy framework including tasks for employee engagement, objectives setting and measuring, leadership measurement, mentoring and training guides, education on best practice, recommendations for talent acquisition, communication and collaboration, and methods to develop goal-driven agile development teams.

 

All this in combination with adhering to a strict Software Development Lifecycle signoff process (SDLC) that was required in order to protect sensitive data and data breaches within the organisation.