Growth driving supply chain redesign

Client:
2–3 minutes

This Service Design drove the company’s growth by removing organizational complexities and simplifying the supply chain for customers. This project also included facilitating the team’s initiatives to create solutions to further drive the company’s market share.

Challenge: Customer service journey was broken and new products couldn’t secure markets.

Project: I mapped the customer journey and redesigned it to remove barriers to purchase, and facilitated design sprints to develop supporting initiatives.

Results:

Successful launch of Absolut Extrakt in 16 markets delivering a positive return on investment.

My Process

User Research
Ideation
Analysis
Community

User Research

I mapped all the possible stakeholders affected in the customer service journey and then this was followed by creating a user journey and the possible steps that were involved to order a product, this helped me pinpoint which areas were causing he most barriers to purchase and then I was able to find the unmet needs.

Stakeholder mapping
Brand Manager
Supply Chain Manager
Journey mapping/Needfinding

Ideation

I facilitated a workshop with the key markets so that we could co-create the solutions to the unmet needs I had found. This was ket to securing buy-in from the wider organisation and also sped up our route to success. Clear concepts were developed during our two day workshop and then afterwards I implemented the concepts that were voted to be the most beneficial.

Facilitation

I facilitated a design sprint on Ibiza with the key markets to understand what they needed to grow the product

Concept development

Clear concept were developed that could later be refined with the wider teams and already has buy-in from the markets

Implementation

I then followed-up on all key deliverables as agreed upon with the team to ensure that the goals the engagement was kept

Analysis

I mapped the concepts that had been developed throughout the process and then conducted a traffic light analysis to evaluate which initiatives should be continued, iterated or stopped in order to create the most impact.

Concept evaluation
Traffic light analysis

Community

One of the most rewarding and successful elements of the project was creating an engaged group of champions across the markets to drive forward the project the initial launch phase. I created this engagement through the workshops, trips, events, and communication channels and it proved to be a valuable asset for the acceleration of the project.

Discover more projects