From friction to flow
Swiss financial institution
A fragmented development process was slowing things down and putting pressure on key roles. Together, we brought clarity to responsibilities and created a shared structure that turned friction into flow.
The challenge
With multiple stakeholders and evolving expectations, the process for developing new website features had become tangled. Responsibilities overlapped, priorities changed mid-stream, and handovers were often unclear. The result: delays, frustration and growing pressure on key people.
Our approach
To make the process transparent, we mapped every step - from idea to go-live. Together, we:
visualised the full development lifecycle, including concept, specification, testing and release
defined clear ownership for each phase across communication, web and operations
agreed on a collaboration model that balances structure with flexibility
focused on making responsibilities visible, not bureaucratic
created a shared language and rhythm for planning, reviewing and improving
The result
Teams now collaborate with more confidence and less friction.
Ownership is clear, handovers are smoother, and key roles are less overloaded.
The new structure supports planning, quality and long-term stability.
