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Service Design for
Global Fulfilment

As a part of the BT Global service design team.

BT Global offers a broad portfolio of connectivity, cloud, and voice products and services in 180+ countries.

Global Order Fulfilment

Problem space: 

There’s no visibility of end-to-end order status. 

This makes it difficult to see and manage single order status across IT estate and the life-cycle of the fulfilment journey.

No way of knowing if we are improving our delivery service like task fallout, or jeopardy.

This makes it difficult to know if we are improving our delivery service.

Delay in getting updates to the customer for their orders.

This results in customer dissatisfaction with our service.

Business Organization

Leading Service design for the fulfilment team, I contributed to the following-

  • Design sprint to identify the problem areas and opportunities for the team to improve delivery.

  • Alignment workshops with the team to prioritize opportunities, and define epics, and features from an end-to-end fulfilment journey map.

  • Discovery sessions with internal stakeholders working in separate areas to build the foundation for order management solution.

  • Co-creation sessions with the product and solution architect team to explore possibilities and build in the right direction.

  • Co-creation session with the product team to create order dashboard concepts to be tested with users. 

  • Proof of Concept and testing with internal stakeholders and users to finalise the solution after several iterations.

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