verde visions

the root cause

The brief gave us three concerns: the client experience wasn’t matching the quality of the work, training was scaling faster than quality, and VerdeVisions didn’t know enough about what clients were navigating internally, so rather than tackle each one separately, we looked at what connected them across onboarding, handoffs and closeout.

one capability. three connected systems.

Instead of treating each concern separately, we designed one Client Experience Capability around three connected systems: the Engagement Blueprint fixes inconsistency across kickoff, communication and closeout; the Client Insight Engine strengthens understanding of client pressures; and the Training Quality Framework protects quality as training scales. Each addresses one gap while strengthening the others.

getting it off the slide

Rather than redesign everything at once, we structured the rollout as a pilot: start with a quick win at closeout, diagnose how work moves across teams, stabilise kickoff and communication, then build the three systems and scale what works.

The pilot learns from live work. Stakeholder interviews, project evidence, team validation and live testing show where the experience breaks and what to change first. A small internal team, working closely with Education & Training and R&D, carries the capability forward. A service design consultant supports setup and the first cycle before handing the tools and learning back internally. From there, success comes down to whether the system actually changes the experience.