Role: Lead Designer and Researcher
Timeline: 14 months
Avanade’s global sales process has become overly complex due to rapid company growth. Many past decisions were made to accommodate edge cases and mitigate risks, leading to excessive bureaucracy and inefficiencies. As a result, deal velocity has slowed, and client satisfaction has been impacted.
This project aims to streamline the global sales process by leveraging generative AI and virtual agents to enhance efficiency and accelerate deal flow. The goal of the redesign is also to create a baseline process that is compatible with international laws and regulations
Note: This is an ongoing, long term project. To learn more about this project, please contact me and I would be happy to share any additional details.
A service blueprint of the global Avanade sales process was delivered, providing a clear understanding and visualization of the impacts any proposed changes to the sales process would have.
In addition to the service blueprint, I also designed the interfaces in which the users would interact with the CRM tool. The CRM tool was central in how the new streamlined sales process would be implemented.
The work I did on this project provided a foundational understanding of the global Avanade sales process by mapping critical touchpoints, identifying AI and data governance opportunities, and uncovering gaps in stakeholder knowledge. The insights gathered are actively shaping process redesign efforts at Avanade to enhance efficiency for sellers and the organization.
Key Impacts:
First-Ever Service Map Created - I developed the first comprehensive service map for sales in the company’s history. This deliverable mapped all touchpoints in the global selling process, providing unprecedented visibility.
Service Blueprint Driving Strategic Change - I Identified AI and data governance opportunities, highlighting areas for improved automation and compliance. This is actively influencing Avanade’s process redesign, ensuring a streamlined experience for sellers.
User Research Uncovered Critical Information Gaps - My user research revealed stakeholder blind spots in seller and client behavior. My research documents provided data-driven insights to align decision-making with actual user needs.
Top: Screenshot of one section of the service blueprint. The service blueprint was the primary tool in which the Sales roadmap for 2025 was built.
Bottom: Screenshot of the design implementation of one of the automations unlocked by re-imagining the sales process as it relates to the CRM tool
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