Let's Move Forward

REPRESENTATIVE SCENARIOS

See what a clearer way
forward could look like.

Five illustrative engagements. They are written to show how work could be shaped and what it would produce.

Every scenario on this page is illustrative. None of them is a verified client project, and none contains client names, figures or measured results.

SCENARIO 01

Illustrative scenario

Representative scenario, illustrative, not a verified client project

Connecting disconnected sales and operations systems

Sales close deals in one system and operations deliver them in another, with a spreadsheet in between. Orders are re-typed at the handover, and the two teams often quote different numbers in the same meeting.

THE UNDERLYING PROBLEM

The two systems were chosen at different times for different jobs, and nothing was ever built to carry a record between them. People became the integration, so every handover depends on someone being available and careful.

PROPOSED APPROACH

01

Follow one order

We trace a single order from first enquiry to delivered work and write down every place it is entered or changed.

02

Agree the shared record

We settle which fields both teams genuinely need and which system should own each one.

03

Build the connection

We connect the systems so an order created in one appears in the other without anyone re-typing it.

04

Watch and adjust

We give both teams a simple way to see sync status and we tune the rules as real exceptions appear.

Order sync monitor
Sync serviceRunning
Orders in queue6 waiting
Needs attention2 records
Last recordOrder ORD-4821
Field owner checkPending review

Interface concept drawn for this page. Not a screenshot of a delivered system.

POTENTIAL DELIVERABLES

  • Order journey map
  • Shared record definition
  • Integration between the two systems
  • Sync status screen
  • Exception handling rules

POSSIBLE IMPROVEMENT AREAS

  • Fewer places where the same record is typed twice
  • Less time spent reconciling two versions of one order
  • Clearer ownership of each field in the shared record
  • Faster handover from a closed deal to delivery

RELEVANT SERVICES

Systems IntegrationDigital Strategy and TransformationData and Business Intelligence

SCENARIO 02

Illustrative scenario

Representative scenario, illustrative, not a verified client project

Creating a self-service customer portal

Customers phone and email to ask where their order stands, when the next visit is booked, or to send a document. The team answers the same questions all day and the answers live in systems the customer cannot see.

THE UNDERLYING PROBLEM

The information customers want already exists, but only staff can reach it. Every routine question therefore has to become a human conversation before it can be answered.

PROPOSED APPROACH

01

List the real questions

We gather the questions customers actually ask and sort them by how often they come up.

02

Design the few screens

We design the smallest set of screens that answers most of those questions clearly.

03

Connect the sources

We read status and documents from the systems that already hold them rather than copying the data.

04

Open it carefully

We release to a small group first, watch what they do, and adjust before opening it wider.

Customer portal home
Sign inVerified
Open requests3 items
Documents to sign1 item
Next visitBooked
MessagesNo unread

Interface concept drawn for this page. Not a screenshot of a delivered system.

POTENTIAL DELIVERABLES

  • Customer question inventory
  • Portal screen designs
  • Working portal with sign in
  • Status and document views
  • Rollout and feedback plan

POSSIBLE IMPROVEMENT AREAS

  • Fewer routine status calls reaching the team
  • More questions answered without waiting for office hours
  • Less re-sending of documents by email
  • Clearer record of what a customer has already been shown

RELEVANT SERVICES

UX and Digital Experience DesignWeb and Mobile DevelopmentSecurity and Digital Resilience

SCENARIO 03

Illustrative scenario

Representative scenario, illustrative, not a verified client project

Automating repetitive administrative workflows

A small admin team moves information between an inbox, a spreadsheet and two business systems all day. The work is necessary, well understood and almost entirely manual.

THE UNDERLYING PROBLEM

These steps grew one at a time as a sensible fix for each new need, and nobody has ever looked at them together. Because the process is only written down in people's habits, it cannot be improved or covered easily.

PROPOSED APPROACH

01

Write the process down

We sit with the team and record the steps as they really happen, including the exceptions.

02

Pick the first slice

We choose the steps that are frequent, rule based and low risk to automate first.

03

Automate with a person in the loop

We build the automation so anything unclear is sent to a person rather than guessed at.

04

Extend step by step

We add the next steps once the first slice has run quietly for a while.

Workflow run queue
AutomationActive
Items processed today48 items
Sent to review queue5 items
Currently runningInvoice intake
Last changeRule updated

Interface concept drawn for this page. Not a screenshot of a delivered system.

POTENTIAL DELIVERABLES

  • Documented current process
  • Automation candidate shortlist
  • First automated workflow
  • Review queue for exceptions
  • Run book for the team

POSSIBLE IMPROVEMENT AREAS

  • Fewer hours spent copying between an inbox and a spreadsheet
  • Less variation in how the same task is completed
  • Easier cover when someone is away
  • Clearer view of which items still need a person

RELEVANT SERVICES

AI and Intelligent AutomationSystems IntegrationProduct Engineering and Support

SCENARIO 04

Illustrative scenario

Representative scenario, illustrative, not a verified client project

Modernizing a difficult-to-maintain business application

A business depends on an application built years ago that only one or two people understand. It still does the job, but every small change is slow and a little nerve racking.

THE UNDERLYING PROBLEM

The knowledge about how it works lives in the heads of the people who built it, and the code has no tests to catch a mistake. The risk of changing it has grown until the safest option feels like changing nothing.

PROPOSED APPROACH

01

Understand what it does

We read the application with the people who use it and document the behavior the business actually relies on.

02

Protect the behavior

We add tests around the parts that matter most so changes can be made without guessing.

03

Rebuild in slices

We replace one area at a time and keep the old and new running side by side until each slice is proven.

04

Hand it over properly

We leave documentation and a way of working that lets your own team make the next change.

Modernization progress
Documented areas7 of 11 areas
Critical path testsPassing
Current sliceReporting module
Running side by side2 areas
Next slicePending review

Interface concept drawn for this page. Not a screenshot of a delivered system.

POTENTIAL DELIVERABLES

  • Behavior documentation
  • Test coverage for critical paths
  • Modernization plan by slice
  • First rebuilt area in use
  • Handover and maintenance notes

POSSIBLE IMPROVEMENT AREAS

  • Less reliance on one person to make a change
  • Fewer changes that feel too risky to attempt
  • Clearer record of what the application is meant to do
  • More confidence that a release will not break something quiet

RELEVANT SERVICES

Custom Software DevelopmentCloud and InfrastructureProduct Engineering and Support

SCENARIO 05

Illustrative scenario

Representative scenario, illustrative, not a verified client project

Turning fragmented reporting into a unified decision-support experience

Each team builds its own report, so a management meeting opens with several versions of the same figure. Time goes on deciding whose number is right rather than what to do next.

THE UNDERLYING PROBLEM

Nobody ever agreed what the shared measures mean, so each report reflects one team's definition and one team's source. Without that agreement, every new report adds another version of the truth.

PROPOSED APPROACH

01

Agree the measures

We work with the teams to define each shared measure in plain words and name its single source.

02

Bring the data together

We pull the agreed sources into one place on a schedule instead of by hand.

03

Design for the decision

We build the view around the decisions people are trying to make, not around everything available.

04

Keep it honest

We show where each figure came from and when it last refreshed, so trust can be checked.

Decision support overview
Agreed measures12 defined
Connected sources4 sources
Last refreshCompleted
Definitions in review3 measures
ViewingOperations board

Interface concept drawn for this page. Not a screenshot of a delivered system.

POTENTIAL DELIVERABLES

  • Agreed measure definitions
  • Single reporting data source
  • Scheduled refresh process
  • Decision focused dashboard
  • Source and freshness labels

POSSIBLE IMPROVEMENT AREAS

  • Fewer meetings that start by debating whose figure is right
  • Less manual rebuilding of the same report each month
  • Clearer agreement on what each measure actually means
  • Easier to see when a number is out of date

RELEVANT SERVICES

Data and Business IntelligenceDigital Strategy and TransformationCloud and Infrastructure

A CLEARER VIEW

Your next move starts with a clearer view.

Tell us what you want to improve, what is getting in the way, or what you want to build. We will help you explore a practical path forward.

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