My Work
The most expensive mistakes often happen before delivery begins.
Whether it's preparing for a major technology investment or getting a business ready for change, my role is to bring clarity to complexity.
These projects show how I help organisations make informed decisions before investing significant time, money, and effort.
Case Study 1
Industry: Automotive
Product Discovery & RFP Readiness
600+ dealerships | ~25,000 users
Discovery Before a Major LMS Investment
*Note: With the exception of metrics, a few details have been modified and anonymised to protect client confidentiality.
Overview
The Situation
A Fortune 500 company needed confidence they were solving the right problem before investing in a new Learning Management System (LMS) supporting 600+ dealerships and approximately 25,000 users across the UK.
Training completion rates were low, LMS adoption was poor, and frustration was growing across the dealership network. Leadership believed the platform itself was the problem and was preparing for a major procurement exercise to identify a replacement supplier.
Before going to market, they needed to understand what was really driving the issue, what users actually needed, and whether a new platform would solve the underlying problem.
My Approach
Over a 4-month discovery programme, I worked with the stakeholders across the business (operations & training arm) to uncover the root causes behind low adoption and poor training outcomes.
The engagement included:
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8 in-person discovery and validation workshops
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20+ stakeholder interviews
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User journey mapping sessions with learners and line managers
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Analysis across 5-7 business functions
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600+ validated and prioritised requirements
The goal wasn't to design a new LMS. It was to understand the problem well enough for leadership to make an informed decision.
Outcomes
The work gave leadership confidence that they were addressing the right problem before investing in a replacement solution. Key outcomes included:
Prioritised set of quick wins that could be implemented immediately within the existing LMS
Vendor-ready requirements package built on validated user and business needs
Improved clarity around scope, priorities, and procurement strategy
Early visibility into adoption risks and operational dependencies
Stronger foundation for future change management and implementation planning
Most importantly, the organisation avoided treating a platform replacement as the solution to a problem it had not yet fully understood.
Case Study 2
Industry: Transportation
>2million customers
275,000 downloads (first 2 weeks)
Business Readiness Before a Nationwide Customer App Launch
Overview
The Situation
A leading UK transport operator needed visibility into how a new customer-facing app would impact the business before launch.
The organisation had selected a supplier and committed to replacing its existing customer platform with a new mobile and web experience used by millions of passengers across the UK. The technology implementation was already underway, but the impact on the business had not been fully assessed.
Leadership needed to understand how the new platform would affect operations, revenue, customer service, ticketing, communications, and dozens of interconnected processes before launch. Without that visibility, the organisation risked operational disruption, revenue loss, customer dissatisfaction and low adoption of the new platform.
My Approach
Over a 5-month period, I worked across the organisation to understand how teams operated today, how they would need to work tomorrow, and what risks could prevent a successful rollout.
The engagement included:
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30-40 stakeholders across the business
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45+ interviews and working sessions
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10-15 departments and business functions
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100+ current and future-state process maps
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Cross-functional analysis of risks, dependencies, and business impacts
Working closely with leadership, product teams, operational teams and the supplier, I documented how the platform would affect each part of the organisation and identified what needed to change before go-live.
Outcomes
Leadership gained a clear view of how the platform would affect the business before launch, enabling informed decisions around readiness, risk mitigation, and rollout planning.
Key outcomes included:
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Improved visibility into risks, dependencies, and operational impacts across 10-15 business functions
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Process documentation and future-state workflows that supported training and business readiness activities
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Identification of critical risks that led to changes in rollout planning and implementation timelines
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Additional time secured to address readiness gaps before launch
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New workstreams and ownership models established to address issues uncovered during analysis
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Greater alignment between business stakeholders, delivery teams, and the supplier
Following launch, the new platform achieved more than 275,000 downloads within two weeks, generated an increase of approximately £29,500 in revenue compared to the previous platform during the same period, and resulted in more than 9,000 additional ticket sales.
Most importantly, the organisation entered launch with a clearer understanding of how change would affect the business, reducing the risk of disruption to customers, operations, and revenue.