The Challenge
Our client needed to rethink their organization design, business processes, and technology architecture to define their next-gen operating model and transformation roadmap journey to support more modernized offer types and businesses. They sought an unfettered ‘golden state’ business experience design representation of how large, multi-faceted enterprises support SaaS, connected devices and cross-BE offers.
What was Involved:
In 7 weeks, we took an agile approach to developing 3 blueprints which simultaneously depicted the customer journey as the front stage – the desired experience and touch points, and the back stage – which details the processes, systems, data and metrics that support each stage. As our clients were set on the fact that they wanted an unfettered view, we leveraged our internal SMEs and conducted secondary research to first define the future state customer journey and expectations, before expanding each stage to look at the building blocks to support this desired experienced. I guided our team, inexperienced in a design led approach through each sprint, adjusting as we went to account for new insight and learnings. We engaged our client stakeholders on a weekly basis to get their input and buy-in along the way.
Below are some of my key contributions and responsibilities as Design Lead on the project:
- Developed the approach and project plan for the 7-week engagement.
- Lead a team of 3 designers (IXD, VD, and Business Analyst) from Fjord Costa Rica and guided/upskilled an experienced Accenture team (Sr.Mngr, Mngr, Consultant) through a design led approach.
- Designed and facilitated weekly virtual collaboration client sessions to gain alignment across our main client stakeholders.
- 1:1’s with our main client sponsor to discuss deliverables, tools, issues and concerns from leadership re: visual direction and completed handover and training on sketch and invision.
- Responsible for delivery of all presentation material and final outputs, including a socialization microsite for internal client teams and 3 interactive blueprints which consisted of 400+ clickable overlay elements.
- Presented to our core stakeholders and their Leadership teams throughout the engagement, including the SVP of Cisco.
Outcomes & Impact
The blueprint has created a shared vision for our clients SaaS Business where the customer journey is the anchor for their supporting capabilities and processes. After 4 weeks, the blueprint microsite had been viewed by over 110 people within the Cisco organization, supporting their goals in aligning on a shared vision and informing their next steps as an organization.
The deliverables exceeded our own expectations and has become a core piece of Accenture IP. This asset has formed the foundation of follow-on work with Cisco and I’ve presented it to other potential client to win new work.