Day Group Discovery Workshop
Discovery Workshop
Day Group is a UK-based company that provides construction, waste management, and recycling services. With over 70 years of experience, Day Group is committed to sustainability and reducing its environmental impact through innovative practices such as converting waste into energy. The company operates throughout the Southeast of England, serving both commercial and residential customers.
We got approached by our IT partner to hold a 2-day workshop with their client Day Group. They have been a client for over 10 years and needed help to understand future requirements for the business.
The aim was to share an understanding of customer & staff experience across the end-to-end sales process, Identify current pain points, process constraints and inefficiencies. We could then agree on the desired outcomes from any technological intervention or service & process redesign, which would then lead to elicitation of high-level requirements for a revised service delivery or technology ecosystem.
The Client
The Problem
The Process
Supporting Slide Deck
Throughout the workshop, we led the group in interactive and stimulating exercises. These exercises encompassed a "hopes and fears" activity, a collaborative creation of a "purpose map," and an exploration of problems using the "How Might We...?" questioning technique.
Thanks to the collaborative exercises we conducted, we achieved the following outcomes as a team. Firstly, we developed an "as-is" service blueprint that documented the current sales process in detail. Secondly, we created a "future state" blueprint that illustrated potential improvements to the service, providing a roadmap for achieving those enhancements. Thirdly, we compiled a comprehensive set of technical requirements required to implement the redesigned service successfully. Finally, we generated a list of systems that could support the ideal service, without being limited to specific technologies. These outcomes provided Day Group with a clear understanding of the sales process's current state, potential improvements, and the technical infrastructure needed to achieve those enhancements.
Discovered As-is Process
Outlined To-be Process
The workshop played a pivotal role in Day Group's initiation of a new IT strategy program. By adopting a user-led approach, we enabled Day Group to identify the challenges, limitations, and pain points within their existing sales process. Moreover, we facilitated the visualisation of a future service that addresses these issues, benefiting both customers, employees, and the overall business.
In addition to kick-starting the IT estate replacement initiative, this provided Day Group with valuable insights into the current state and future potential of their sales process.
The design-led methodology revealed a significant realisation: the primary challenge lay not at the process's end (involving accounts, finance, intelligence, and reporting), as Day Group initially believed, but rather at its inception (during the initial sale and order capture stage). This revelation empowers Day Group to focus their attention and investments on the precise part of the process, shifting their priority from ERP to CRM.
Those 2 days served as the groundwork for further endeavour's aimed at supporting the development of the new IT strategy. By supplying technical and systems requirements, we have paved the way for refining these requirements, shaping solution architecture, and facilitating the selection of appropriate software and systems.