By the summer of 2018, corporate entity management software giant Blueprint OneWorld had not spoken to its customers in almost a decade. While there were meandering lines of communications open via account teams, information about their needs, problems and feature requests almost never found its way onto the project roadmap or into new updates of the cloud platform. It was generally felt that talking to customers degenerated into a “moaning session”.
The current incarnation of the system dates to the late 90s, and in their own words the SaaS system “thinks it is a piece of windows software”. After acquisition by Diligent the previous year, they understood that while the software was used by some of the world’s biggest companies (74 of the FTSE 100, 104 of the FTSE 250 and 30 of the Fortune 100), it was extremely dated and needed revision from the ground up. So Webcredible were brought in to talk to customers and make a series of design recommendations. However, the more I investigated, the more I realised that there were much more profound problems that needed to be addressed, and what was needed was an entirely different approach.
Installing ourselves in a war-room overlooking Nelson’s column, we settled in to what would be a turbulent, but ultimately game-changing project.