The Client
A multinational food and beverage company known for its premium coffee offerings and expansive store network
Results that Matter
This team needed to improve their technology-related intake request process to create better stakeholder visibility and alignment with less effort and more predictability. Following recent organizational changes, the existing process had become fragmented and, too often, led to delays and misrouted requests. They wanted to improve visibility for stakeholders and shorten cycle times—without adding new resources.
We enhanced the intake form to better serve both requesters and receivers. We aligned the prioritized portfolio of products and services with the intake form to enable accurate routing and prioritization. We defined and mapped a distributed intake model, ensuring that requests were automatically directed to the appropriate receiver to initiate the prioritization and delivery process.
How We Did It
We began by mapping the current intake process to identify what was working and where improvements were needed. Through initial research, we identified gaps and opportunities for streamlining the workflow.
We partnered closely with the team through a series of working sessions and targeted conversations to co-create a future state intake process. These collaborative efforts helped us surface key pain points and refine the intake form to better meet the needs of both requesters and receivers. As part of this work, we introduced early concepts for request review by product and service managers, as well as escalation points of contact. Through iterative prototyping cycles, we defined and validated the new process—acting temporarily as a centralized intake team to test routing logic, user experience, and operational fit.
Intake Form
To support rollout, we facilitated training sessions, hosted Q&A forums, and established a dedicated Slack channel for collaboration. Communications were shared across multiple channels to ensure visibility and engagement.
This work provided the team with a scalable, user-centered intake and prioritization model that restored operational clarity and empowered teams to manage requests more effectively.