How might we enhance our systems to reduce the time to deliver to customers and ensure we get things right the first time…
Lead service design engagement across 5 core IT delivery streams to connect to a single sales platform integrated with 10+ background systems to work seamlessly & effectively in real-time.
Conducted 40+ user interviews & regular testing to re-imagine and co-design staff work-flow, to simplify systems, tools and processes.
Developed personas, blueprints & storytelling material to share across product delivery, IT architecture, change management teams and executive stakeholder groups.
Implemented experience reporting to communicate the capabilities available at each release, highlighting where ideal state had been achieved, and identifying where ongoing work was needed to continue to improve.
As a result, we successfully reduced contracting time from 3 months, to under a week, with one platform managing all sales interactions.
Lizzie Bott 