Re-org - Service Design
Role:Senior Service Designer
Duration:4 months
Team Size:just me
Skills:UX Research, Service Design
Output:As Is Blueprints per squad (x12)To Be Blueprints per squad (x12)
ROI:Reduction of channels: is 30%
Reduction of time: 40% (in total)
Summary/Context
At Unilever, I led a critical Service Design initiative with the "Process Excellence Squad" to streamline and optimise cross-functional operational workflows. The project aimed to comprehensively map and improve end-to-end processes across multiple internal squads, focusing on enhancing efficiency from market request to capability deployment.
Challenge/Problem Statement
- Mapping complex, multi-dimensional operational processes;
- Identifying inefficiencies across diverse internal teams;
- Designing a standardised approach to process improvement;
- Integrating technology, people, and process recommendations;
- Evolving the organisation's user-centred design methodology;
Project phases
1
Discovery
2
Delivery
Our discovery methodology employed a rigorous, structured approach:
- Two-week sprint per squad;
- Comprehensive "As Is" workshops with Product Owners;
- In-depth user interviews;
- Detailed process mapping;
- Systematic pain point identification;
- Multi-dimensional metrics assessment;
Outputs: Detailed process workflow documentation; pain point analysis report, iInitial process mapping visualisations; and preliminary improvement recommendations;
The delivery phase transformed insights into strategic process optimisation:
- Validated comprehensive "As Is" process maps;
- Developed Service Now process flow improvements;
- Created targeted recommendations for technology, people, and processes;
- Facilitated senior stakeholder presentations;
Outputs: Comprehensive process improvement roadmap; service design transformation guidelines; interactive process visualisation tools and stakeholder recommendation documentation;
Project take aways
- Bridging Service Manager-Technician Gap: Successfully created a unified platform that serves both service managers and technicians, eliminating communication barriers and enabling seamless collaboration across technical and strategic functions.
- Single Dashboard Versatility: Demonstrated that one well-designed dashboard with multiple filtering capabilities can make complex data management both easier and intuitive, eliminating the need for separate tools and interfaces.
- Strategic KPI Implementation: Defined KPIs prominently displayed on the first line of each card serve as executive summaries, keeping service managers informed about overall portfolio and asset performance while immediately highlighting critical alerts.
- Enhanced Work Prioritisation: Enabled service managers to efficiently prioritise their workload, plan resource allocation, and tackle alerts systematically through clear visual hierarchy and actionable data presentation.
- Data-Driven Decision Making: Transformed how renewable energy teams collaborate by converting technical complexity into strategic insights that drive informed decision-making across all organisational levels.