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Our startup client in the BPO space is reshaping the industry by prioritizing local communities and economic impact. Through tailored impact programs, they boost agents' skills and financial well-being, transforming poverty into prosperity. The set of internal tools we helped create play a key role in enhancing agents' prospects and supporting this transformative mission.
At a high level, our approach was to identify and prioritize problems, rapidly test and validate solutions while leveraging the results to design a product sure to delight their employees and deliver on desired outcomes.
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Using the Google Ventures sprint framework for solutions, we established a strategy, prioritized features for the initial solution (MVP) and developed a plan for layering in additional features in the future. Combining rapid prototyping, user testing and data analysis, we were able to validate our MVP via empirical learning.
Journey Mapping. A set of short workshops to align stakeholders on outcomes and create a detailed journey map.
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Step 1
Defining the outcomes. Identify desired program outcomes and prioritize the list.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef5000d3ee3425084e6e00_fto%204.png)
Step 2
Define the goals. List current and potential future goals we believe lead to desired outcomes.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef50a5288f862fa83663fa_fto%205.png)
Step 3
Map the journey. Create a streamlined roadmap for agents' journey, emphasizing discovery, learning, and implementation.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef561f9639eb4e2a5ce940_fto%206.png)
Solution Shaping. Prioritize journey challenges (aka problems), ideate solutions and prioritize again based on importance in driving desired outcomes.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef56c71c7dc47fa1a30c41_fto%207.png)
Step 1
Prioritize goals. Team stakeholders vote to prioritize employee goals. The higher priority goals shape the scope and focus of the problems and solutions we will tackle in this phase.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef579766ae3e335a5279f2_fto%208.png)
Step 2, 3 & 4
Define , prioritize and reframe problems. Brainstorm problems holding employees back from goals, reframe as questions and prioritize.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef5876a691051676d75d96_fto%209.png)
Step 5 & 6
Ideate and prioritize solutions. Working together, independently, we think up possible solutions and prioritize them as a team - must haves, performance features, and delighters.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef5936576215debf7ed4b9_fto%2010.png)
Solution Validation. Taking the highest priority solutions we rapidly prototype and test with actual employees. This process proceeds for a few cycles until a clear set of winning features emerges.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef59ac20b704deefcd7993_fto%2011.png)
Solution Design. A strategy-led and validated set of solutions (sometimes called MVP) and potential release plan are approved by stakeholders. Product designs are developed in 2-week sprints, with feedback incorporated into each iteration.
![](https://assets-global.website-files.com/6465827d342fe2d5b936ced5/64ef56c71c7dc47fa1a30c41_fto%207.png)
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Solution Engineering. As tested designs, design system and documentation are completed they are transferred to engineering. The design process continues based on features in the roadmap.
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