Partnering with international retailer Primark to establish processes for internal innovation, and turn pain points into new opportunities.
Primark came to us with a big challenge: to overhaul their internal comms process.
Primark is an international retailer that offers the latest fashion, beauty and homeware at the best value on the high street. They have over 350 stores and 75,000 employees worldwide.
They needed an effective solution that could allow multiple departments to communicate daily, with hundreds of stores, and in various languages.
We facilitated a collaborative workshop with stakeholders from across the business. We focused on personas and journey mapping, identifying pain points and opportunities.
This allowed the team to create concepts and agree features that would have impact for the business.
We developed a 2-day workshop to uncover pain points and opportunities. It was the first time the Primark team had ever experienced this type of collaborative workshop, so on Day 1 we introduced the concepts of Design Thinking and breaking the “business as usual” mindset.
We examined current processes with the team and surfaced top of mind issues which we recorded as “How might we” statements on the wall. We agreed a vision statement, worked through business outcomes that would show success and then created user personas.
The group worked individually to create concepts that would solve the pain points. The concepts and ideas were presented to the rest of the group and everyone got a chance to vote on the most interesting and impactful.
We explored these further, and expanded as a group. We then collated these as a list of concept, process or channel features which we assessed using an Impact vs Effort grid.
The workshop allowed the team to create alignment, prioritise and have a set of tasks that could be completed quickly.