Enterprise Process Transformation
Revitalizing a critical workflow to drive user adoption from under 16% to over 80%.
The Problem
Understanding the challenge and its impact
A key digital service had a completion rate of less than 16%, forcing the majority of users into a manual, high-cost call center process. The team's capacity was strained, and user satisfaction was low.
Key Challenges
- •Low user engagement and retention rates
- •Competing priorities across multiple teams
- •Limited data visibility and insights
- •Technical debt impacting development speed
The Action
Strategic approach and implementation
The Results
Quantifiable impact and business outcomes
Workflow Completion Rate
Increase in Team Capacity
Decrease in Call Volume
Adoption in 90 Days
Business Impact
The project dramatically improved user satisfaction, significantly reduced operational costs for the organization, and demonstrated the power of combining process improvement with a user-centric product mindset in an enterprise environment.
Leadership Insight
Key learnings and strategic takeaways
Key Learnings
- •Improving team process is a prerequisite for improving the product.
- •Even in large enterprises, focusing on the user experience drives significant business results.
- •Clear adoption and communication plans are as important as the technology itself.
What's Next
Apply the same user-centered framework and Agile processes to other underperforming digital services within the organization.
Interested in Learning More?
I'd love to discuss this project in more detail and share how these insights could apply to your product challenges.