EP/WeGotPOP Case Study
A rapidly scaling TV Production SaaS company wanted to integrate a new cross-cutting feature into their flagship product. The organisation lacked a shared end-to-end understanding of the product and customer journey, which was hindering development and slowing new hire onboarding.
They needed coaching for a promising member of the team and strategic guidance to create clarity across teams and establish a foundation for future growth.
I was engaged to:
Coach a product specialist in UX, Product and Service Design by working with her to:
- Develop a comprehensive Service Blueprint to visualise the end-to-end product experience
- Guide future development of the new feature based on a thorough shared understanding of the product and it’s customers
- Improve the new hire onboarding process for faster team integration
- Create alignment between product, engineering, sales, and customer success teams
Combining strategic facilitation and collaborative working, I helped the company achieve alignment and build a visual representation of the product to guide future work, and grow a fantastic team member in the process.
Rebekah Parekh
Product Specialist
Our coaching sessions proved to be such a success that Spencer was subsequently asked to work with our team to help us build out documentation and a service map. Spencer’s warm, intuitive approach to people is proving invaluable in building buy-in from internal stakeholders and unlocking valuable insights.
Randy Silver
Product Consultant
Spencer supercharged the career development and the quality of work being done by members of my team. Coaching someone who was UX-curious, he helped turn them into a burgeoning Service Designer, in the process transforming how the entire team works together.
I delivered a strategic approach combining coaching, research, visualisation, and knowledge transfer:
Coaching:
- Delivered coaching on service and product design best practices
- Helped turn my coachee into a burgeoning Service Designer, in the process transforming how the entire team worked together
- Determined critical areas for visualisation and mapping
Collaborative Workshops:
- Facilitated structured workshops with stakeholders from product, engineering, sales, and customer success
- Guided teams through service design methodology to map the complete customer lifecycle
- Built consensus on product workflows and interactions
Service Blueprint Development:
- Created comprehensive visualisation of the end-to-end customer experience, front-stage customer interactions and backstage operational processes, supporting systems and dependencies
- Identified pain points and opportunities for improvement
Delivering clarity and coaching to the TV Production SaaS company:
The Service Blueprint project created immediate and lasting value:
- Unified Understanding: Teams developed a shared vision of the product experience from end to end
- Enhanced Onboarding: New hires integrated more quickly with comprehensive documentation of systems and processes
- Cross-functional Alignment: Product, engineering, sales, and customer success teams gained clarity on their interconnected roles
- Improved Development Focus: Prioritisation decisions became more strategic with a clear view of the customer journey
Rebekah Parekh
Product Specialist
Spencer was initially brought in to provide UX and discovery coaching for our product team. Throughout these sessions, Spencer excellently managed our group, facilitating in a way that gave all members the chance to contribute. Spencer was able to identify opportunities for individuals to develop their skills and took the time to recommend additional resources.
We used the sessions with Spencer to guide us through a real discovery project we were undertaking. This approach proved to be very successful as Spencer was able to demonstrate different techniques and show us how to apply these in a way that felt tangible. As a result of these sessions, there is a growing enthusiasm in the team for our product and what we may be able to achieve.
This project demonstrated how coaching, strategic facilitation and service design methodology can transform organisational understanding and create sustainable documentation that supports growth and transition.
