The Opendesk framework unified the business, enabling streamlined operations and actionable insights
Opendesk operated as two separate businesses: one data-driven and the other reactive. The challenge was unifying them into a single framework that balanced personalized services with consistent business milestones and structured data for actionable insights.
Structure and hierarchy of the framework:
More details: Download pdf
The framework is what contains all Opendesk work, projects and strategic thinking.
The Backbone is the ‘spine’ of the business. It split out the key business data and highlights the key steps where decisions have an impact on customer experience.
Flows are what the teams work with everyday. Flows can be seen as agile and adaptable ‘lego bricks’ to enable business adaptability.
Data and behaviours are the result of the flows being used. They can be identified using data to know whether the structure designed is validating the strategy or not.
The Backbone is the ‘spine’ of the business.
The backbone highlights the key steps where decisions have an impact on the customer and split out the key business data of our product experience.
Understand the pain points/frictions in the different teams in delivering the brand experience. Capture insights, workshops and train the teams.
Align the two founders on the brand vision. Definition of a new business strategy, objectives, KPI and roadmap for the year.
Definition of the key steps of the product experience and key business data.
Processes branching from the backbone
The backbone comprises flows, each with journeys made of steps and sub-steps involving internal (team) and external (customers, makers) participants. Steps generate data or flag issues, helping the business pinpoint and resolve problems.
Design thinking techniques to understand how to improve the existing flows.
Each flow mapped out in a google doc to empower the team to work with this document.
These files are design to understand the behaviour of a user in a flow.
Leveraging qualitative data to assess business scalability and gain deeper insights into customer needs.
Quantitative data are key for business scalability without doubts. All key decisions should be based on real data in order to make sure that business objectives are followed and validated without questioning the business or based off of personal assumptions which should be avoided at all cost.
Qualitative data to help the business
Qualitative data are actually tricky to manage and read, but they could give evidence to patterns that damage the product experience and the business. In not doing user testing in the company it becomes crucial to becoming smart with capturing feedback and insights. The ideas were to empower the team to do the work to log insight against each step of the backbone. This will make the team responsible to improve the experience of a product instead than taking a quick decision in silos or even worst as an individual.
A framework at the heart of the product process
We have integrated one of the main flow as a structure to organise the work (Trello) and how to deliver projects (Podio). With the adoption of the framework at the core of the product structure is obviously easy to have data integrity business.
Proof of my impact
"His ability to foresee, analyse and communicate complex problems is astounding and he is highly skilled at synthesising strategic design and business concerns and proposing creative solutions."