Other Land + Socially Conscious BPO
Internal tool to improve employee success and financial wellbeing
Our startup client in the BPO space is reshaping the industry by prioritizing local communities and economic impact. Through tailored impact programs, they boost agents' skills and financial well-being, transforming poverty into prosperity. The set of internal tools we helped create play a key role in enhancing agents' prospects and supporting this transformative mission.
At a high level, our approach was to identify and prioritize problems, rapidly test and validate solutions while leveraging the results to design a product sure to delight their employees and deliver on desired outcomes.
Using the Google Ventures sprint framework for solutions, we established a strategy, prioritized features for the initial solution (MVP) and developed a plan for layering in additional features in the future. Combining rapid prototyping, user testing and data analysis, we were able to validate our MVP via empirical learning.
Journey Mapping. A set of short workshops to align stakeholders on outcomes and create a detailed journey map.
Step 1
Defining the outcomes. Identify desired program outcomes and prioritize the list.
Step 2
Define the goals. List current and potential future goals we believe lead to desired outcomes.
Step 3
Map the journey. Create a streamlined roadmap for agents' journey, emphasizing discovery, learning, and implementation.
Solution Shaping. Prioritize journey challenges (aka problems), ideate solutions and prioritize again based on importance in driving desired outcomes.
Step 1
Prioritize goals. Team stakeholders vote to prioritize employee goals. The higher priority goals shape the scope and focus of the problems and solutions we will tackle in this phase.
Step 2, 3 & 4
Define , prioritize and reframe problems. Brainstorm problems holding employees back from goals, reframe as questions and prioritize.
Step 5 & 6
Ideate and prioritize solutions. Working together, independently, we think up possible solutions and prioritize them as a team - must haves, performance features, and delighters.
Solution Validation. Taking the highest priority solutions we rapidly prototype and test with actual employees. This process proceeds for a few cycles until a clear set of winning features emerges.
Solution Design. A strategy-led and validated set of solutions (sometimes called MVP) and potential release plan are approved by stakeholders. Product designs are developed in 2-week sprints, with feedback incorporated into each iteration.
Solution Engineering. As tested designs, design system and documentation are completed they are transferred to engineering. The design process continues based on features in the roadmap.
