A large retailer was running multiple operational workflows across teams, tools, and handoffs. While everyone cared about improving customer experience, the underlying systems had grown complex and difficult to manage.

Information was scattered, ownership was unclear, and teams relied on manual processes that created delays, rework, and cognitive overload. This made planning difficult and led to reactive execution rather than thoughtful improvement.

Brought in upstream to understand how work actually flowed across teams, identify friction points, and redesign the system before new solutions were implemented.

Conducted end-to-end analysis across 10 operational workflows to understand real-world constraints.

Created clear As-Is and Future-State process maps to highlight inefficiencies and opportunities.

Facilitated 10+ stakeholder interviews and workshops to align on problems and priorities.

Identified opportunities for simplification, automation, and selective use of AI to reduce manual effort.

Produced diagnostic reports that translated complexity into clear, actionable next steps.

The organisation gained a shared understanding of how systems actually worked, clearer ownership across workflows, and a roadmap for improvement that balanced operational efficiency with better customer experience. Teams were able to plan ahead rather than constantly react.

Skills: Systems design, process optimisation, experience design, problem diagnosis, workshop facilitation, cross-functional collaboration Tools: Mural, Microsoft 365