Developing an Outside in Approach

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.

Challenge

• 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

Solution

• 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

Outcome

• 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