The Client
One of the largest, global software companies in the world
Results that Matter
For a highly matrixed marketing technology organization, the challenge for this mature team was to design a process for work intake, triage, prioritization, and stakeholder engagement all balanced with the right cadence, audience, and level of detail. We helped the team identify the most critical pieces and activities needed at each phase of the process in order to have as light-touch of a process as possible while delivering the insight, traceability, dependency management, and reporting needed.
How We Did It
We conducted qualitative interviews with business partners, engineers, vendors, and leaders to better understand who participated in this process and what goals and pain points they held. The goal was to understand pain points in the existing process and tools and to surface anything that was working well already to ensure we preserved that great experience. We created process diagrams, user story documentation, principle and use cases for issue management, team meeting agendas for triage and prioritization, and we quickly prototyped the new process in order to user test with a broad audience. After user testing and making refinements, we launched the new process in a new tool as well as provided supporting documentation and training content.