We conducted workshops with representatives from the core usage groups of Operations, Sales, Finance and IT. In these workshops, we mapped out all the tasks that these users completed as a part of their role in the company, and how the platform fitted into those workflows. We also identified pain points, opportunities, and things that were already working well.
After the workshops, we observed team members from each role to get first-hand insight into the issues they had identified.
Synthesising all this information, we produced a current state service map to articulate the way things currently were, as well as a future state service map to express how we imagined they would operate with the revised system. Some high level concept designs accompanied the latter to help make our ideas more tangible.
Our future state service map proposed updates that improved efficiency by 25% on each advertising campaign, which saved our cinema partner 2,367 hours per year. They then worked to develop the new platform in-house.