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Adaptation: Surfaced the user ecosystem through interviews and process walkthroughs, identifying participants not in the original brief.\nChallenge: The assessment process involved up to ten participants, spanned a month, and ran entirely across Excel spreadsheets. Adaptation: Produced a combined journey map and service blueprint used in workshops to collectively prioritise scope rather than attempting a full redesign at once.\nChallenge: Marketers and technologists described the same process in entirely different ways. 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