Focus on Impact

It's easy to jump straight to the solution, but we believe in taking a step back and first clarifying the goals of the change and how success should be measured. This way, we ensure that focus is placed on what really makes a difference.

Impact Mapping

For us, it is important to start from your goals.

• Why do you want to make a change?
• What do you want to achieve?
• How can we measure that we achieve the goals?

One method to do this is called impact mapping. You identify goals and metrics that are mapped against different challenges that prevent you from reaching the goal. Then you develop different solution hypotheses and select some hypotheses to test. The hypotheses you choose to test are those we believe have the greatest impact on the goal and contribute to both business value and user value.

Flow Mapping

To understand different problems, it can be good to create a picture of the current situation. This can be done, for example, through a customer journey. Then you map how customers experience and interact with a service, from first contact to after purchase. It helps identify the customer's highs and lows and provides a good understanding of areas for improvement in the process.

Service blueprint is another method to describe and visualize internal processes in a service in detail. It is a more detailed description that maps the different steps and interactions within a service, both visible and invisible processes.

Employee Involvement

Who knows better how things work today than those who work with it daily? Involving employees early in the process is crucial for identifying the right challenges and creating solutions that actually work in practice. We believe in working together with your staff to ensure that the change becomes sustainable and accepted.