EP/WeGotPOP Case Study

EP (WeGotPOP) make TV production software, and they were scaling fast — faster than the company's shared understanding of its own product. Nobody had the end-to-end picture. Development was harder than it needed to be, and new hires took a long time to find their feet.

It started small: coaching Rebekah, a product specialist who was curious about UX and service design.

The coaching went well enough that the work grew — into a service blueprint of the whole customer journey, built together with the team.

A shared, end-to-end picture of the product — used to guide development, onboard new hires, and connect four departments.
Coached Rebekah from UX-curious to leading service design work herself.

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.

Rebekah Parekh

Product Specialist

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.

Randy Silver

Product Consultant

How did coaching become a blueprint?

Coaching

Sessions with Rebekah on UX, product and service design — using a real discovery project her team was already undertaking, so every technique landed on something that mattered.

Workshops

Facilitated sessions with product, engineering, sales and customer success — mapping the complete customer lifecycle and building agreement on how the product actually works.

The blueprint

A comprehensive picture of the end-to-end experience: what customers see, what happens backstage to support it, and where the pain points sit.

What changed

A shared end-to-end picture of the product, from first contact to delivery
New hires finding their feet faster, with real documentation to lean on
Product, engineering, sales and customer success clearer on how their work connects
Prioritisation decisions made with the whole journey in view
Rebekah leading service design work herself

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.\n\nWe 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.