From seventeen countries to one framework
17

Customer Journeys, One per Country

Interviews with care agents, operations and business stakeholders in every country captured local steps, touchpoints and pain points.

→
7

Process Maps Across Regions

Countries were grouped into seven regions and mapped end to end to compare how requests really moved.

→
3

Service Blueprints for Representative Flows

As-is · Returns methods (USA)As-is · Online return architectureTo-be · Credit request

Deep dives where the systems behind the journey mattered most.

→
1

Adaptive Framework

Shared core: 5 modules+ regional rule layer

Gaps and commonalities, not averages, shaped one design.