Internal Journey Mapping and Capability Building
The bet
Needing research depth to scale, without the budget for a full-time team yet, and not wanting to depend on outside help forever.
The challenge
Map internal support workflows and find automation opportunities, while building the internal capability to keep investigating after the engagement ended.
What we did
- Interviewed 19 support team members to map workflows and surface where automation would help, and where it would create new problems
- Built the team's internal research capability alongside the engagement itself
What changed
The support org walked away with documented workflows for the first time, plus a team that knew how to keep digging on their own. That's the difference between handing someone a report and handing them a capability.