Breaking down internal silos was one of the drivers behind Bromford squads. Creating teams that could work together around common problems. To help frame these problems we've broken down the entire Bromford customer journey into 5 stages, be it for home ownership, general needs rented or floating support.
The five customer experience stages and areas to work on (yellow post its)
We'll, I'm happy to report that our first session has taken place - looking at all the problems a customer might face when finding Bromford. This included the way customers typically discover us, the way they identify which products they're interested in and how they choose to engage with Bromford in those early stages.
There were a number of issues colleagues could spot, all generally stemming from the complex systems we ask customers to interact with. Through two big, creative group sessions we came up with the following ideas (see infographic below).
