A framework for elevating the Floyd experience
My Role
Lead, Process Design & Mapping
Team
Annie Goering . Head of eComm
Gloria Lee . Product Manager
Key stakeholders
How can we leverage insights and empathy-building to improve our decision-making framework in order to decrease risk and increase impact?
We saw a strong need for an intake method — from ourselves, other teams and key stakeholders. We lacked language to transform problems into actionable solutions, and waterfall made clear that we needed a stronger focus on the user.
Breaking the current process down
-
Common knowledge bank that anyone on the team could access. This had to include how-tos so that anyone could be empowered to kick-start their own project, templates to keep our files consistent and branded and examples of recent projects to show the value of each step.
-
Reflection of our core mission and vision as a company. Everything we do builds up to this to keep the entire company in lock-step.
-
Presentation that keeps the focus on the value of empathy and insights and was high-level enough to be shown in a board meeting, but granular enough to invite conversation on the topic.
Working from big to small, we considered that the ultimate goal here was to democratize knowledge. There were a couple key guiding lights to how we wanted to frame the process.
Mapping the Process
Realigning on the Mission & Vision
Working cross-functionally
Solution
Tools like Slack channels to keep all stakeholders in the loop. Custom Asana Templates for large & small projects make it easy for us to set reminders to check-in and cascade strategic information to the right group of people.
We build empathy with our group of stakeholders so that we are all on a level playing field when we are in conversation.
Problem
The team at Floyd, while collaborative, often silos as we go deep on projects. We came up with the question ‘When and what do we share, and with whom?’ and identified key points that may require some stakeholder input, awareness or feedback.
Impact
Case Study:
Configurator Tool
Using this process enhanced the outcome of a recent tool we sent to development. An elevated experience that feels ‘uniquely Floyd’ for buying a custom sectional. An alternative to our pre-configured options, the Configurator is a playful tool that adds value to the overall Sectional Discovery & Purchase Journey. Users desire to create a custom product and take pride in their custom designs.
More
See this process in action across all future Floyd Digital Product & Experience Launches