• Business Need: Improve experience of GBS services across The Coca-Cola Company, by focusing transformation on customer experience, simplifying processes and customer journeys while meeting cost-efficiency targets.

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• Approach: Set-up and defined Customer Centric Services by Design transformation program, delivering changes to GBS operations and new digital solutions. Developed understanding of service design approach across Coca Cola GBS organisation, demontrating value of design and service design methods to GBS senior leaders. Secured two cycles of funding for the program.

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• Context: ​ When Coca-Cola moved its European, Middle East and African Global Business Services operations to its GBS  hub, the company decided to take a fresh approach to the way it provided business services across The Coca-Cola Company network and its franchising partners around the world.        

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• Vision: To treat Coca-Cola employees and partners as customers of GBS services and to enable experience aligned with the promise of Coca-Cola brand . Along with this service design mindset came emphasis on the end-to-end experience enabled by GBS services.

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I challenged the GBS stakeholders with  four key questions:

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1. How do you ensure your services are relevant and easy-to-use?

2. How can you demonstrate a human touch in the digital world you work in?

3. How do you make sure your business customers enjoy working with you?

4. How do you deliver a delightful experience that really reflects the  Coca-Cola brand values?

 

To respond to those questions I recommended GBS leadership to turn to service design – an innovative approach, to creating great service experiences grounded in customer insights. Following initial discovery phase the Customer Centric Services by Design program was defined and then delivered over the period of two years.

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It involved organizing service design workshops and trainings in the Coca-Cola offices in Warsaw, Atlanta, London, Dubai and San Jose; designing and delivering new digital tools for GBS services, defining customer journey maps and service blueprints. I was responsible for managing the overall program budget, report to the project office in the headquarters in Atlanta, manage external consultancies, contractors and internal program team based in different Coca-Cola offices around the world.

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Coca Cola also issued an international request for proposals from service design consultancies to support the program with their teams of service designers. My responsibilities included defining and managing the RFP process, review received proposals and help the business select the right consultancy for the first year of the program.

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Over two years with colleagues in London, Warsaw and Atlanta I initiated the service design practice at Coca-Cola GBS, having defined the service design roadmap and curriculum for trainings delivered to multidisciplinary teams across GBS offices.  I also produced the videos that help the business better understand service design and the business value of our program.

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Here you can read the article I wrote for Design for Europe website, a case study on my design-led work for The Coca-Cola Company.