Service Mapping
A short diagnostic sprint to see the whole picture creating a detailed plan before anything gets built.
When it fits
- Something’s stuck, and nobody agrees on why.
- You’re about to invest in a fix and want to know it’s the right one.
- The business has outgrown the way it runs, and you need to know where to start.
What happens
In a few structured sessions, I work with your team to map the challenge end to end. What your customers experience, what happens behind the scenes to deliver it, and the decisions, tools and handoffs that connect the two. Then we agree on what’s most in the way, what done looks like and who owns it.
The Proof
Hanes
Senior leaders and agencies negotiating priorities without a shared picture → solutions mapped to the customer journey, and an engagement extended before the first day was over.
Comenity
Four teams with four definitions of one product → one shared definition, faster onboarding and lower service volumes.
You leave with
- A map of the challenge as it really is, from the customer’s side and the team’s
- What’s most in the way, named plainly
- A plan with a done condition and named owners
- An honest recommendation on what comes nextEvery engagement is scoped to fit.