Canopy: Better CX through Service Design
OPPORTUNITY
Canopy, an AI/ML-based security device company, was getting ready to launch its new truck-mounted camera. Knowing its business was about to scale rapidly, the operations team needed to understand what parts of the overall business needed strengthening, automation, or just plain needed definition, to support the launch. What systems would need to be in place? Who was going to be impacted when certain scenarios happened?
SOLUTION
Leveraging value-stream mapping and service design, I led a team of Designers, IT Infrastructure experts, and Business Analysts to define the opportunities in Canopy’s operations that would impact customers, support staff, fulfillment, and supply-chain partners. A Service Blueprint was created for the operations teams providing multiple options to deploy their future-state strategy, a holistic view of the problems to solve, and criteria to determine priority when finalizing their operations roadmap.
RESULT
The Canopy operations team was able to shift priorities, make strategic hires, and initiate new project initiatives to improve their overall delivery model. The Canopy team had a clear picture of how their operational work would impact customer and employee experiences, as well as improved coordination with the development teams focused on their core product.
PROJECT DETAILS
Canopy - Operational Design
WHAT I DID
Business Analysis
Value-stream mapping
Service Design
Delivery Leadership
The goal was to accelerate operational projects that would help prepare Canopy for go-live.
The design process would allow us to define a scope of work, plan activities that would result in tools to drive future decision-making and prioritization.
Canopy understands that customer-centricity will lead to better products and relationships with their subscription customers.
Canopy is a very design-driven organization. Every functional stakeholder has used a service blueprint to collaborate with other areas of the org.
A complete picture was developed of the operational needs of the business using a Service Blueprint. Teams were then designed to tackle these issues.
In total, 18 separate journeys were captured as service blueprints. Several journeys were developed as future states to inform system selection.
[Diagram is only representational]