We were engaged by a portfolio management company to improve its client experience and reduce the friction slowing its internal delivery.
The situation
The company had a strong client base, but both the client experience and the internal work behind it had built up steps that slowed things down.
The wider problem
In established firms the client journey is rarely designed. Each new requirement, system or regulation adds a step until the process reflects internal history rather than client needs.
Clients feel the delays and repetition, and the firm pays in staff time, handoffs and rework.
What we found
The client-side friction and the internal inefficiency were linked. Fixing one without the other would have moved the problem elsewhere.
What we did
We simplified the client journey, then redesigned the internal workflows behind it to reduce handoffs and speed up delivery.
- Client journey mapped and simplified
- Internal workflows redesigned around delivery
- Clear ownership at each stage
The outcome
A smoother client experience and faster, more profitable delivery.
Why it matters
Designing the client experience and the internal work together means improvements in one support the other.
The approach
Work redesign
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