Like many high-touch service providers, our partner was navigating rising labor costs, workforce strain, inconsistent experiences across locations, and limited visibility into how daily workflows shaped performance.
Leadership needed a scalable, evidence-based way to reduce friction, strengthen experience, and recover capacity without overburdening teams.
Through mixed-methods research, including real-time service delivery mapping, we discovered a familiar dynamic: people working with extraordinary commitment inside systems not fully designed to support the realities of their day.
