Business Design

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Optima’s Business Design process transforms you into a truly customer-centric organisation. With our experience in change management and psychology, we empower you to work in a far more profitable way.

Our consultants are experts in Outcome Driven Innovation and customer journey mapping. With their invaluable insight into your marketing and customer service practices, they show your team how to maximise user experience and increase sales.

Business Design Assessment

So where does the business design process start? To keep your company healthy, we work with you to gain insight into your vision, mission and values, and assess any challenges in your business. We perform a comprehensive audit, and highlight inefficiencies, so we build on essential relationships, improve current processes, and recommend areas that require future investment.

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Journey Mapping & Operating Model Design

As we build a roadmap, we utilise Optima’s Business Design Thinking. By mapping your operating model, we look at individual processes and journeys, then by identifying pain points or critical moments, we redesign or remap journeys to improve customer experience. By adopting Design Thinking, we completely transform NPS and customer retention.

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Change Management

Managing change, especially within the business design process, is never straightforward. It has to start with the people that are right at the centre of your approach. By embracing individuality and becoming customer-centric, our understanding of behavioural science gets you to where you want to be, breaks down barriers to adoption, and delivers a best-in-class experience for you and your employees.

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Want to know more about business design?

Speak to our Practice Director, Design and Transformation
Email or call 0131 272 2722

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How Optima implemented Workfront to drive efficiencies for the SSE PLC Brand and Design teams

By embracing the Optima methodology of Discovery, Business Design, Deployment, and Enhancement, we assisted SSE in establishing a streamlined and clear procedure for clients to submit requests to the Brand and Design Team. This led to increased visibility of the process for clients and a decrease in administrative workload and team-related stress.

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