Customer care calls decreased by at least 10% where the new designs were applied (saving several sterling pounds per call).
Short-term impact
Team reputation was established and budget secured to finalise the programme.
New process is allowing faster and safer roll out of new designs.
Design guidelines are now applied worldwide, decreasing implementation effort and increasing brand recognition.
Long-term impact
Foundations are in place for innovation and differentiation.
A wealth of data was captured from thorough user testing sessions which will be used for continuous improvement.
Learnings
The project required high effort considering its short-term impact.
Time to communicate, and effort for change management were higher than anticipated due to conflicting business objectives across stakeholders, and siloed processes.