The question
Eleven teams each owned a form. We mapped the customer’s journey once, then rebuilt it with four. The brief we agreed fitted on one line, and we came back to it every Friday.
What we did
A team of 1 partner, 3 consultants worked on site for 18 weeks. We started with the people doing the work, not the reports about it, and tested each change on a small scale before asking anyone to commit.
What changed
29 → 1 days to open an account, measured by Castell Bank’s own finance team a quarter after we left. The method, the model and the dashboards stayed behind with them.
