Demonstrate a problem? Tell a story
The Situation
How do you sell a vision for a fix when the organisation doesn’t realise there’s a problem?
The Task
Having been engaged by a client to produce & deliver a roadmap for a re-platforming programme and help determine how quickest this could be achieved, I realised the problems ran much deeper than they had originally been communicated…
Legacy infrastructure supporting fundamental bank controls & capabilities
No e2e process design nor collateral
No Custer Experience understanding nor research
Little strategic understanding
Funding model which encouraged short-termism
NO IDEA THAT THERE WAS A PROBLEM!
The Action / Approach
Having tried a couple of ‘tried and trusted’ methods of communicating the problems, as they were, there was little in the way of senior buy in to our proposed delivery approach (which was “tear up your business case, and start again”). We reviewed why this might be, collaboratively determining the potential faults in our own approach. We realised that the organisation wasn’t sufficiently mature in it’s journey to understand the material we had curated.
I decided to take things back to basics, and demonstrate the need to pivot through the Customer experience. But we decided to use a Storyboarding tool, which helped make the experience relatable and personal. It helped the organisation to ‘see’ their typical Customer, and understand how they felt before, during and after interacting with the bank. It removed parochial interests and helped to break down the silos in the organisation.
The Result
The Business Case for the programme was re-written, resulting in a shift away from a tactical technology driven migration to a strategic re-positioning around Customer Journeys and Experience.
A Business Architecture team was formed, to help definition/creation of key artefacts.
External UX Engineers onboarded to help shape the target state via the main focus being the Customer
PROBLEMS UNDERSTOOD, and documented…..
….all from the help of a Storyboard. Nice
