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.