Change Management &
Digital Transformation
Redesigning operational service systems and blueprints to transition a F500 enterprise workforce during a major software migration.
Case Study Metadata
- My Role
- Lead Service Designer & Strategic Advisor
- Expertise
- Service Blueprinting, Change Strategy, Workflow Diagnostics
- Scale of Work
- 100,000+ Distributed Workforces affected
- Primary Intervention
- Aligning legacy workarounds and databases to native interfaces
Systems-First Strategy
Rather than building interfaces in isolation, we mapped the operational flows of teams first to eliminate manual database entry delays.
Orchestrating Complex Enterprise Transition.
During structural digital transformations, enterprise operations often experience friction because technology evolves faster than organizational habits. In this initiative, my core focus was to map structural dependencies and construct a framework that aligns physical workarounds, departmental handoffs, and digital tools.
Constructing the Service Blueprint
By visualizing the multi-layered operations as a connected system, we targeted:
Tracing step-by-step handoffs between back-office administrators and regional execution partners to remove information gaps.
Structuring intuitive dashboard flows that mimic real-world administrative habits, reducing onboarding friction by half.
Transformational Value
High-Fidelity Presentation Blueprint
The full structural case study blueprint exported directly from Figma, showing the systemic research phase, persona interviews, and high-fidelity platform concepts.
