We Are HA
Marketing, support and technical teams had different views of the customer journey. Putting those views together exposed the gaps and created a basis for improving onboarding.
The Result
A reimagined onboarding process, a prioritised list of improvements the whole business had agreed to, and cross-departmental relationships that were measurably stronger than before the session.
“We need to bridge the gap between sales and technical, and understand client needs.”
“The effort/impact discussions gave us goals to work toward.”
Marketing, support and technical teams were all trying to improve the same customer journey, but each team saw it differently. Nobody had put those views together before.
What we did
We brought the teams into one room for a structured, half-day workshop split into two phases. First, each team built a physical model of how they believed the customer journey worked. The gap between departments was immediately visible. Second, the teams worked together to model improvements, then ran an impact-effort analysis to prioritise what to act on first.