10 years of uncovering problems and crafting solutions for digital products and services.
Global Analysis: Consumer Goods Innovations Production
This project is a global exploration of Unilever's consumer goods creation process, involving over 2,000 actions worldwide and more than 1,000 employees.
The objective is to identify improvement opportunities in the process experience. To achieve this, the project team evaluated it from three distinct perspectives, assessing all experiential challenges.
Journey Mapping
A consultancy team meticulously mapped this global process, providing a foundation for the design team's work. With the journey outlined, interviews and workshops were scheduled for each key phase, engaging relevant personas to capture details such as personas, tools, inputs, outputs, and pain points for each step.
Tech Assessment
From a technology perspective, all software used throughout the journey was evaluated, allowing identification of opportunities to enhance visual design and usability within the process.
15 softwares examined
10 demo sessions and interviews with Tech Leads
PARAMETERS ASSESSED
Visual and Usability Standards
Comparing with Unilever's design system
Usability Heuristics
Assessing with Nielsen's heuristics
Product NPS
Capture existing NPS metrics
Technical Challenges and Roadmap
Understand flexibility and space for improvements
AMOUNT OF TASKS
EXECUTED PER APPLICATION
REFLECTION: IS IT POSSIBLE TO MERGE SOME WORK TOOLS AND REDUCE THE NUMBER OF SOFTWARE SOLUTIONS?
Process Assessment
From a process perspective, the objective is to identify pain points and gaps based on the mapped journey and interview insights in order to propose potential areas for workshops to capture insights.
2,000 actions, 5 macro-moments
200+ pain points identified and clustered
PARAMETERS ASSESSED
Workflow Gaps
Assess clear tasks, responsibilities, team involved and the tools for task support
Pain Points
Issues categorised by unclear processes, inefficient work tools, and a lack of resources.
Frequency and Time Spent
Assess the time consumption of tasks
TASKS PERFORMED PER MACRO-MOMENT
INSIGHT: EXECUTION IS THE MACRO-MOMENT WITH THE MOST DISTRIBUTION ACROSS DIFFERENT SOFTWARE AND TOOLS, MAKING IT DIFFICULT TO TRACK.
Team Assessment
Finally, the personas from each involved team were analysed. This allowed the identification of opportunities related to team dynamics and responsibilities.
10 personas evaluated
Team interviews from 3 European countries
PARAMETERS ASSESSED
Manual Tasks
Effort required for completition
Volume of Tasks
Amount of tasks performed by personas
NUMBER OF PERSONAS INVOLVED INTO EACH WORKTOOL
Reports & Analysis
Worktools Screening
A prioritisation matrix was applied to assess the work tools based on the defined parameters, selecting those with the greatest experience opportunities.
OUTCOME
From the 12 software solutions evaluated, 6 were selected due to their clear opportunities and space for improvement.
Process Efficiency and Gaps Opportunities
With the assistance of business analysts, metrics were analysed to define journey efficiency and identify pain points through workshops with teams. This report was crucial in highlighting unexplored opportunities from existing work tools.
OUTCOME
10 opportunity statements found, within the areas of remodel processes, redistribute responsibilities, and develop new work tools to support manual tasks
Opportunities Prioritasition
With a comprehensive understanding of all pain points and opportunities from the perspectives of software, journeys, and personas, three were selected to proceed to a second-phase discovery with a new team to begin exploring potential solutions for the identified opportunity.
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