Achievements & key learnings
Achievements
Customer care calls
-10%
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.
Next case study:
Carrefour ommichannel commerce