Christoffer Husell

Validated customer experience and journeys as a foundation for customer-centric transformation

Detailed scoping of enterprise-level technology stack

Implementation plan

Ensuring rapid momentum in strategic implementation on a global level

During a 6-month engagement, Shift took a vague idea and first validated problems, outlined and validated a solution based on said problems, and created a new service offering concept.

Shift took lead in selling the concept to acquire a pilot customer with whom our client developed a MVP.

During MVP development, Shift took lead in ensuring business viability, by broadened data gathering to increase market and customer understanding, design value proposition and create a commercialization plan.

Outcomes

• Conceptualized and targeted service offering – what to sell, to whom, and how
• Pilot customer acquisition
• Validated value propositions, revenue model and willingness to buy

During a 6-month engagement. Shift Actions established an understanding of challenges & bottlenecks in the current process, what customers and stakeholders need and value, and what opportunities there is for the client. Then collaboratively with the client, we created a solution in the form of a new facilitated stadium development process with a clear target segment and market to serve. We also created the service blueprint, workshop templates and business case models needed to deliver the new solution.

At the end of the 6-month engagement the customer gained a clear current state understanding of the market, a validated new solution that they were able to pilot with identified potential customer and  an internal success story for their innovation initiatives

Outcomes

• Current state market understanding
• A validated new service offering
• The opportunity to grab a larger market share

During a twelve-week project, Shift Actions was tasked with capturing and mapping out customer insights in customer journeys for four different customer segments. Through customer and stakeholder interviews Shift Actions created journeys in form of detailed descriptions that captures customer behaviour, what needs, and challenges customers face when evaluating new suppliers and solutions.

Through detailed customer journeys the client was enabled to understand the customers, evaluate their own performance and understand how to improve the business from a customer perspective. Based on this work the management team were able to take action on identified key strategic opportunities and threats.

Outcomes

• Detailed understanding of customer behavior, challenges and needs
• Company performance evaluated when serving the customer, where they are meeting customer expectations and where they are far off
• Identified key strategic themes, opportunities and threats to act on

Shift Actions ran a 30-day business development sprint and re-built the change order process from scratch. Based on deep stakeholder interviews and customer focused process design, change orders were turned from a “necessary evil” into a value adding service.

Outcomes

• Completely new process designed from scratch to ensure buyer’s ROI from day one
• A digital user interface where customers, client’s employees and subcontractors collaborate around change orders for improved flow time
• A new change order team which is 100% focused on facilitating the process – A cornerstone in improved competitive advantage and value proposition

Shift Actions managed and supported the company sales team during a six-month interim period while facilitating co-creation of knowledge and learning by closing first deals together with the sales team. Actions included target audience screening, customer profiling, participation at sales meetings, in addition to continuous evaluation and validation of sales processes for developing concept ownership.

Outcomes

• UVP development
• Introduction to new ways of working
• Providing tools and means for continuous account management
• Pricing structure development and value-based selling