< All Case Studies
Customer Journeys

Developing an Outside in Approach

Creating focus and an actionable plan to be industry leading in the provision of energy.

The aim was to provide an additional lens to review the factors affecting the delivery of a best in class compliant large load process/journey that would exceed customer expectations  and be as efficient and effectively as possible and enjoy wide stakeholder support.


  • Large Load Process seemingly complex and needs to be improved but can’t find an agreed approach amongst stakeholders
  • There was a lack of understanding of the end to end process from a customer perspective
  • Lack customer feedback and opportunities to gain it quickly, though they did involves end customers in knowledge share sessions previously


  • Calls planned & held with key customer groups on the current process to get a first hand views in confidence
  • Customer journey mapped with pain points and opportunities
  • Workshop(s) held to review feedback to date and gain thoughts of the project team to incorporate


  • Presented the market opportunities and how to take the lead
  • Provided actionable outputs to support customer simplicity as opposed to process complexity
  • Outside in approach helped the team to determine the priorities which were previously getting clouded in business needs
“We were tasked to come in help the team (quickly)take a different view on something they just not get to a common view on. Our outside in method helped them really get into their customers shoes. This short sharp shock stuff really suits our our practitioner led approach” Simon Norrie, Co-Founder, Custerian
Leeds, United Kingdom

more case studies

Read about some of the great work we’ve been doing with our customers.
Operating Model

Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.

Ways of Working
Operating Model

Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.

Operating Model

After significant growth there was an opportunity to re-engineer process to drive efficiency.