An organisation had undergone a long service design development project. They had built customer profiles and mapped out their contact points. The end result was a solid customer experience from first contact all the way to providing feedback.
The nature of the business involved a host of different service paths to which the customer could be directed. These paths were also in many cases overlapping and crossing each other, while also varying greatly in length.
As different service paths were at the responsibility of different units, there were challenges in maintaining visibility across the overall situation. Upon a follow up made to the service design project some years after its completion, it was noted that many good ideas did not in fact realize in practice.
In addition to introducing a yet another new training program, it was decided that additional cross-unit visibility was also needed to monitor the developments. This is where Huginn came for help.