STP (Strategic Transformation Programme) Customer Journey – Designing the Future

“When we shift the conversation from one about features and functions to one about customers and customer outcomes, we deliver more useful, usable, and desirable solutions.”

Following the drive for consolidation and optimisation of business processes in the 6 years since integration (seven retail network operators distributed across Auckland into one provider) Watercare then set out to create a compelling and aspirational vision for the future. This customer centric vision will be brought to life through a business transformation.

Taking a design thinking approach Watercare developed a clear, visual, and highlevel view of the vision through a set of journey maps and associated material. The approach began with crystallising the key requirements and key business objectives for the programme. The team then worked with a cross-functional working group to describe the future way of working by developing user stories and four journey maps (residential customer; business customer; network planning to construction; network operations and maintenance).

These journey maps have been used extensively to inform the board, staff and partners and to illicit areas of innovation from the market.This paper discusses Watercare’s process, experience and learnings of this new approach. Creating the right environment and the use of design thinking techniques established momentum and ensured ideas were out in the open; leading to rapid and informed consensus.

There are a number of key learnings that can be shared from this experience. The journey mapping was completed at pace (over 6 weeks) and was designed to create strong collaboration, imagine Watercare’s future with an open mind, and generate creativity through great ideas. It has been a fun and engaging process with the output receiving many plaudits from Watercare’s staff, vendors and other utilities.