Examine service areas to eliminate friction at touchpoints and create a consistent, easy-to-understand solution that requires customers no effort to use.
Align internal and external processes increasing communication between different areas and collaborators, decreasing the appearance of silos.
Find points that increase fluency and efficiency; this will reflect in cost reduction.
Studying a complete service allows knowing the position of all those involved. Developing solutions through the collaboration of all encourage creativity and bring better results.