We took our client on a journey with us, as we explained how we would not only make life easier for their customers, but also their staff.
Our client needed to update its licence application process, which was out-of-date and offline. The process was so complex and difficult, it had a zero percent rate of successful completion on the first try.
We love a challenge, so we flew over to Western Australia to immerse ourselves in the business so we could understand our client’s challenges and requirements.
It was crucial for our client to know we were listening and that we understood their challenges.
Under pressure
The first big challenge was that our client wasn’t happy with their internal systems, and they were doubtful about how we could make this project work – their staff was under enormous pressure and they needed help fast. We could feel the heat, but we were up to the task. We held an intensive workshop with stakeholders so we could go through user journeys, and understand pain points and opportunities. We took our client on a journey with us, as we explained how we would not only make life easier for their customers, but also their staff.
It was a big win for the business that we created a product that streamlines their processes, saves them time, and helps them to engage with their customers in a positive way.
Iteratively speaking
We always work in an iterative way, consulting with our clients to ensure we’re hitting the mark, but this time it was more important than usual. It was crucial for our client to know we were listening and that we understood their challenges. We gave them power and ownership of the process. Nobody knows their business like they do, so sometimes they were the ones to know how to solve their own problems.
It’s not just about customers
Sure, it’s important for any business to have happy customers, but the antiquated licensing process had taken its toll on our client’s staff too. They were the ones who were working hard to try to create a smooth process for their customers, and they were exhausted. It was a big win for the business that we created a product that streamlines their processes, saves them time, and helps them to engage with their customers in a positive way.
It’s all deceptively complex
Looking at a paper licensing application, you might not see the complexity required to bring the system online, but the checks and balances to create a truly useful form that won’t need to be revised or resubmitted is far from easy. We needed to unravel the process from start to finish to show our client a fresh approach that would save them time and money. They’d done things the same way for a long time, so it was not only about fixing a broken system, but also bringing the client along with us and showing them the benefits.
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