Smart Home: Optimizing the customer experience through organizational transformation
Holistic analysis and identification of organizational causes to improve the customer experience
Initial situation and problem
A leading smart home provider must deal with an increasing number of customer complains two years after entering the market
The existing development process and the procedure model are not flexibly adequate for integrating the growing number of partners into the ecosystem in a short period of time
There are a series of uncertainties and inconsistencies regarding responsibilities in the fragmented organization that has experienced fast growth
mm1 approach and solution
Set up an initiative for holistic analysis (e.g. people, processes, results) and identifying the causes to improve the user experience–according to the mm1 method
Perform a comprehensive data analysis and 53 standardized stakeholder interviews on all success factors, including consolidating the results into a "heat map"
Conceptualize a comprehensive target vision (incl. leadership, strategy, employees, partnerships, resources, processes, offering/product) to improve business success and continuously develop
Specific recommended actions on prioritized execution measures for short-term improvement of the smart home offering’s customer experience ("quick wins")
Results
Shared awareness among all stakeholders has been created, as well as widespread support for the need to transform the entire organization to sustainably improve customer satisfaction
Quick implementation of the first improvement measures after 6 weeks and first, positive effects through optimized customer experience after 10 weeks
Initiate regular activities for continuous improvement and sustainable agile transformation (d.h. Scrum, Scrum of Scrum, DevOps, LeSS/SAFe)
