We Are HA, a sustainable hosting company, faced a common challenge in the tech industry: creating a seamless customer journey across multiple teams and touchpoints.
The Challenge
We Are HA needed to improve their customer journey to increase satisfaction and lifetime value. However, with marketing, support, and technical teams all playing crucial roles, creating a unified understanding and approach was proving difficult.
Workshop Structure
The half-day session was divided into two key phases:
- Current State Analysis: Teams used LEGO to build models representing their view of the existing customer journey. This visual approach highlighted discrepancies in understanding between departments.
- Collaborative Improvement: Participants then collaborated to suggest and model enhancements to the journey, leveraging insights from all business areas.
The workshop concluded with an impact-effort analysis, helping to prioritise which suggestions would be taken forward.
Key Outcomes
The most significant result was reimagining We Are HA’s onboarding process. By bringing together diverse perspectives, the team uncovered ways to dramatically improve efficiency and effectiveness in getting new customers up and running. Armed with a shared understanding of their customer journey and a prioritised list of improvements, We Are HA is poised to enhance its service delivery. The workshop produced actionable insights and strengthened cross-departmental relationships, setting the stage for more effective collaboration in the future.
Participant Insights
Feedback from the workshop revealed several key benefits:
- Cross-Team Understanding: “Understanding how teammates see the customer journey [was valuable]. Good to see people’s personalities come out in playing with LEGO.”
- Practical Prioritisation: “The effort/impact discussions demonstrating what processes can be implemented so that there is goals to achieve.”
- Diverse Perspective Integration: “Understanding different perspectives of the customer journey and integrating all the individual thoughts and priorities to establish a positive and well-structured outcome.”
- Identifying Communication Gaps: “We acknowledge that we need to bridge the gap between sales and the technical team more, have better communication, and understand client needs.”
- Inclusive Ideation: “Working out the improvements to the client process – was nice to be heard and to hear other’s concerns.”
