In 2013 M&S introduced a new 3-tier navigation menu, which caused confusion among their customers. Follow-up user testing and customer surveys showed that the navigation did not work well.

The sponsoring client was an IT director, newly anointed as the innovation director in a rapidly-growing SME – in fact, the next growth spurt is liable to make them a ‘large’ enterprise. The company had recently embarked on large-scale technology transformation, including replacing their core application and underlying infrastructure. Now that the big and obvious...

Nortel, a global telecommunications company at the time, like others in their industry, had a supply chain that ran into the thousands (3500+). At the time of the undertaking, it was a period of explosive growth in the industry that was also being compromised by unevenness in each telecom company’s supply chain partners’ ability to...