Building a blueprint that paves the way
This study shows how a birds-eye view helps stakeholders see the whole picture
Client - Metaloop
Case summary
Crafted a blueprint for the company on what to improve vs how it currently is to achieve success.
SERVICE DESIGN
Challenge
Improve back office for employees and web app for customers
Solution
Mapping the company and all of its processes and devising a blueprint on what needs to happen to improve.
Process
This all started with the company hitting walls on a daily. It was hard for stakeholders to agree on the priorities and each team suffered. The plan was simple, map each process in the company. From accounting to lending support to customers.
It was a bunch of interviews, observations, screenshots, writing up jobs to do, and processes, recording workarounds, and gathering insights. This included almost all employees and a number of bigger clients. The mapping was simple it was one linear flow for one process and it included our employees and the touchpoints with clients.
It was an eye-opener for the stakeholders in where the issues were, and after the old way was mapped. I crafted an improved streamlined version which included a bunch of improvements. The biggest improvements were ai assisted matching for selling & buying, tender process, sales process, material database, and accounting revamp.
Biggest challenge to overcome
It was really hard to map everything and make it make sense to stakeholders. Presenting the challenges was hard. It was hard because it's all the processes of a single company with multiple teams that included everything that was done by people or automated so far.
You can only image how messy this was but, BUT when it was finally done, it was easy to understand. I created a single linear process that depicted how a customer contacts us and goes through the flow of purchasing or selling their metal.
The processes in the background were there but not shown in full detail to simplify the view. In the end the stakeholders understood what they had and where the company needed to go. I mapped stuff for up to 5 years ahead so last I checked they were still working on stuff from that blueprint 3 years later.
