In order to ensure that the programme focussed on high-value problems and solutions, the BSG team collaborated in a three-phase implementation strategy:

1. Return on investment (ROI) definition and validation:

The team worked closely with business stakeholders and solution SMEs to define benefits and estimate ROI for each high-level initiative to inform prioritisation and budget allocation.

2. Empathise > Define > Ideate:

During this phase, Human-Centred Design tools and techniques were used to identify operational and customer experience problems and solutions at a more granular level of detail. This involved analysis of internal data, traditional business analysis, as well as customer ethnographic interviews. This enabled the project team to create a comprehensive inside-out and outside-in view of the issues and solutions. These findings together with the insights-led ROI estimates were used to inform solution prioritisation for the next phase. 

3. Customer experience-centred implementation

As part of this phase, the BSG team used a customer-centric, iterative delivery method. This included regular design and solution testing with customers and for prioritised solution implementation. The team was involved at every stage of implemention – from concept design to post-implementation change management. After each implementation, the BSG team, set up long-term usage and ROI tracking dashboards to ensure impact measurement and continuous improvement of each initiative.

The BSG team played a key delivery management role – facilitating the implementation process across the various phases, ensuring effective collaboration across diverse internal teams and stakeholder groups. This enabled effective achievement of defined outcomes.