1. Discovery and Operational Analysis
First, we listen and conduct a thorough current-state analysis. We will interview your subject matter experts and other stakeholders to identify gaps in process, capabilities, and tools and define success criteria. This phase consists of taking a qualitative and quantitative approach to understanding how and why things are the way they are.
Outputs:
- Roles and responsibilities matrix of all stakeholders
- Cultural assessment
- Competitive analysis
- Functional requirements
- Technical requirements
- Program or project plan and scope
- Success criteria and KPIs
2. Solution Design
Next, we design the solution(s) with a keen eye towards customer experience and staying true to the brand. Empathy is the key during this phase. We employ design thinking methods to identify the needs and behaviors of the customer as well as the change management plan needed for a successful rollout to your organization.
Outputs:
- Creative and other designed elements
- Prototypes and development work
- Documentation
- Communications plan
- Training plan
3. Integration and Rollout
Then, we implement the solution to your business challenge. We leverage a variety of forums and tools to communicate the benefits and train new business processes leveraging a variety of channels and formats to meet your customer’s and staff’s varying learning preferences.
Outputs:
- A functional solution
- Stakeholders who have been trained and have adopted new ways of fulfilling their role
4. Maintain, Measure, and Improve
Finally, our focus turns towards continuous improvement of the solution. We help gather the data to test our hypotheses and make incremental improvements. Data tells the success story and we will develop performance dashboards so that you are a part of the analysis and can own the future decision making process for your organization.
Outputs:
- Reports
- Dashboards
- Next best action recommendations