Context

In early 2019, the Operations team was facing some problems related to shared responsibilities in one of the company business units. At that time, three different roles were involved in the process of school onboarding, but the steps weren't clear, and the teams didn't know when they should pass the baton to the next person.

Problems

• Three different roles were involved in the process of school onboarding.
• The steps of the Customer Service weren't clear.
• The teams didn't know when they should pass the baton to the next person.

Goals

• Map out the Customer Journey of a specific business unit.
• Clarify the roles and responsibilities of the teams in each stage.

Methodology

To address the problems enlisted, and to achieve the intended goals, the methodology most indicated would be a workshop with stakeholders.

As co-creation is a prerequisite in this method, we invited participants from the three teams involved: Pedagogical Advisement, Customer Success, and Educational Operation.

Process

The workshop was divided into four parts: 1. Introduction, 2. Steps & Actions, 3. Roles and 4. Responsibilities.

1. Introduction

Each group had 30 minutes to present the following topics:

• Strengths
• Deliverables & Metrics
• Responsibilities
• Challenges