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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

BT Global has a massive network of internal teams, external suppliers, and customer organisations across the globe to complete purchase orders.

 

Service design looks at the end-to-end journeys of different users including BT frontline and customer frontline to deliver a seamless purchase and delivery experience.

 

The team comprises product managers, business analysts, solution architects, product owners, and designers.

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Problem space: 

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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.

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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.

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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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