ABOUT

Trying to communicate how the paths that connect a brand's ambition for the experience it always wants its staff to deliver, to the processes by which they can understand how they do that, usually results in a publishing a big, fat training manual.
Documents like that normally end up rather less usefully employed as door stops, so when I sat down with Volvo's service and workshop customer team, our aim was to produce a really robust and straightforward map. And this is the result.
Five simple steps (aligned to a global brand guideline), aligning roles (of a brand new team and structure) and responsibilities (individually and shared). Now you can follow me...