After the initial workshops intended for the team to immerse themselves in the startup's industry and get customer insights, we dived into the Service Blueprint workshop to identify friction points beyond digital channels to make sure BinitUK was providing a cohesive customer experience, but also to maximise the effectiveness of internal processes. This helped us frame the challenges as opportunities and ideate on different solutions, where we prioritised those that were "quick wins".
Our design team performed a UX expert review of the existing app, to identify usability issues that customers are experiencing and provided recommendations for improvement to increase usage and reduce the number of customer calls. With the Tech audit we looked into the tech stack choice, complexity of code, safety and performance of the app. Strategy Canvas was used to gain a broader understanding of the industry and identify unique opportunities for BinitUK to stand out.
Based on all the learnings we designed a prioritised Product roadmap that reflected the company’s vision and long-term goals. The founder and her team also received a Product backlog that detailed the initiatives from the roadmap and provided a timeline and cost for future product improvements.