Consulting, Research, and digital strategy for Service Design/Digital Transformation of Diamond Retail Chain

Overview

For this project, we had client in Hyderabad & has one of the best diamond Jewellery retail chains across the country. The aim of the project was to optimize the organization process, services & rectify the existing digital system

Problem Statement

The aim of the project was to optimize the organization process, services & rectify the existing digital system in order to increase the revenue & profit generation. Organisation wanted to scale up their team & for the same they wanted to relook into their existing processes & digital system.

Customers/ Users

this project we had a client in Hyderabad & has one of the best diamond Jewellery retail chains across the country.

Scope and Constraints

The project was decided to be done in 2 phases, First part was to be just consulting were the deliverables will be insights & 2nd phase was to get unified system design where third party systems (like ERP, CRM, etc.) could also be utilized. The management wanted one single pane visualization of the organization operation KPI insights.

While for retail & field team there was need of some other digital systems to take place to keep record of day to day activities.

Roles & Responsibilities

Comapany : Inquizity

Me and my collegue: Consulting, and Service Design

Me: Design & Digital product startegy

Customer: devlopment

Engineering : Develop product

Process

Need Finding & Discovery ( As-is Mapping )

We started with a Kick-off meeting with key stakeholders & identified some key members in the organization who would be helping us to take up the information from the team members.

First, we started with group interviews & individual interviews from each department of the Organisation to understand their work process as they explained. The idea in this phase was to listen & capture what they say what they are doing in the process.

We even traveled to different cities to meet the different team members at different retail stores to understand the process from major individuals.

While we were trying to understand their processes, they also used to explain to us their challenges & needs they would Like to have in the system. Since the approach was to understand the as-is process, Thus we focussed on the As-Is process, But we kept track of their challenges & created one idea bank which they used to share with us.

1:1 interviews with managment ( Whiteboarding exercises)

As-Is mapping Customer mapping , workflows and insighting

Information flow mapping

Gap Analysis and Isighting

Some gap analysis Shots

To-be System proposal

Some To-be process / Digital system shots

Outcomes and lessons learned

We went with our insights and make changes into their services, We also helped them in building their digital systems with their internal team.

I also designed some internal digital products for them, but that can't be shared here because of NDA.

Post that I left the project, as I was shifted to one more consulting project & my colleagues continued the project with them.

One of the key challenges we faced during the process was that the Customer was implementing some digital tools while we were mapping the As-Is process/ systems and which we didn't capture as the customer was himself able to give us insights into that. and we missed some major insights

Later we connected with their vendor & integrated the insights and provided revised map.