Crafting a service for a support readiness function
Determined the current state of a support readiness function to identify gaps and design a new service offering at a financial services company.
The Process
The lead researcher developed a study plan to explain the approach and methodologies used to achieve project goals.
- Conducted a comprehensive baseline of the existing service, involving a review of existing documentation and interviews with stakeholder.
- Led user interviews with service owners to get an understanding of what was working, what wasn’t, and what could be changed.
- Facilitated a workshop to engage stakeholders in creating a service blueprint to conceptualize improving the baseline.
- Following the identification of gaps and challenges, a subsequent workshop formulated a blueprint for the ideal service.
- Collaborated with stakeholders on a change management plan to deploy the improved service.
Intervew scripts
Current state service blueprint
Project metrics