What we did
①
Customer centric approach to a wicked problem
After fully understanding all moving parts, and the perspectives from all parties and systems involved, we could redesign the process around the customer’s interests
②
North star for the desired customer- and employee experience
Within 6 weeks we delivered a detailed and validated design for a streamlined and bullet-proof new process, built around clear principles, formats and protocols
③
Research, prototyping, and user testing
By bringing different departments together, and involving real customers throughout the process, we were able to define solutions and validate assumptions
④
Implementation roadmap
We mapped out blocking issues and advised on the optimal approach to incremental implementation; where to start and how to scale up
What we did
①
Customer centric approach to a wicked problem
After fully understanding all moving parts, and the perspectives from all parties and systems involved, we could redesign the process around the customer’s interests
②
North star for the desired customer- and employee experience
Within 6 weeks we delivered a detailed and validated design for a streamlined and bullet-proof new process, built around clear principles, formats and protocols
③
Research, prototyping, and user testing
By bringing different departments together, and involving real customers throughout the process, we were able to define solutions and validate assumptions
④
Implementation roadmap
We mapped out blocking issues and advised on the optimal approach to incremental implementation; where to start and how to scale up
Impact
8 times faster
Average time it takes end users to complete the entire administrative process was reduced from 2 months to 1 week
Saves €900K per year
The leaner and better equipped team saves significant costs
50% less manual communication
Real-time status updates and digital guidance lead to significantly less need for employees to contact customers per mail
75+ improvements
Research and exploration uncovered over 75 opportunities to streamline and accelerate the process further, 23 of these were ready for immediate implementation
Impact
8 times faster
Average time it takes end users to complete the entire administrative process was reduced from 2 months to 1 week
Saves €900K per year
The leaner and better equipped team saves significant costs
50% less manual communication
Real-time status updates and digital guidance lead to significantly less need for employees to contact customers per mail
75+ improvements
Research and exploration uncovered over 75 opportunities to streamline and accelerate the process further, 23 of these were ready for immediate implementation
