Digital Marketplace Architect

Challenge

Slimming World, a renowned weight loss organization, required a service design overhaul for its decade-old weight tracking and management software. The existing system was reliant on outdated devices, and the operating system was nearing the end of its support lifecycle.

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Approach

In the Discovery phase of the project, I led the effort to understand the current state by conducting extensive research, including 15 business interviews, 12 consultant interviews, 3 group shadowing sessions, 2 co-design workshops, and 1 vision workshop.

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Research

Gathered insights from interviews, workshops, and observations to create an 'as-is' user experience map.

Solution

Developed a comprehensive service blueprint outlining recommendations for the transformation:

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• Transition from paper-based to online enrolment.

• Replace smartcards with QR codes for enhanced convenience.

• Redesign the user interface of existing technologies.

• Create an online service accessible anytime, anywhere.

Impact

The recommended changes aimed to modernise Slimming World's operations, improve user experience, and ensure accessibility for members.

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Key Achievements

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• Crafted a service blueprint guiding the digital transformation.

• Proposed solutions for online enrolment, payment methods, and user interface enhancements.

Key Takeaways

Adapting to modern technology trends and user preferences is vital for the continued success of legacy systems.

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Tools & Technologies

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• Service blueprinting

• User experience mapping

• Research and observation

Team Collaboration

Worked closely with a diverse team, including a researcher, business analyst, visual designer, technical architect, and project manager.

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Conclusion

The service blueprint recommendations are poised to bring Slimming World's weight tracking and management into the digital age, improving accessibility and user experience.

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