01

Frame the Scope

  • Three request types: credit, return, exchange
  • One journey map per country
  • One process map per region
  • Focus on where systems influenced the outcome
02

Build the Guide

  • One discussion guide across 17 countries
  • 6 sections covering 28 questions
  • Variants by role: agent, operations, business
  • Piloted and refined before rollout
03

Run the Interviews

  • 60+ sessions across 17 countries
  • 45–60 minutes per session
  • Facilitator + note-taker
  • Recorded with consent and documented within 24 hours
04

Map and Play Back

  • Tagged notes and mapped journeys
  • Played findings back to regional leads
  • Validated differences and exceptions
  • Signed off before synthesis