From friction to flow

Financial institution in a complex technical environment

A fragmented development process was slowing things down and putting pressure on key roles. Together, we created a clear structure that aligned teams and smoothed collaboration from concept to go-live.

Challenge

With multiple internal stakeholders and evolving expectations, the development process around new website features had become fragmented. Handover points were unclear, responsibilities shifted mid-stream, and priorities weren’t always aligned. This led to delays, frustration and an increasing load on key individuals.

My role and approach

I helped the organisation create transparency around the full development lifecycle – from idea to go-live. We mapped out all steps from conceptualisation, specification, development, testing, release and operation. Together, we defined who owns what, at which stage, and how the collaboration between teams should work. We aimed for a pragmatic setup that balances structure with flexibility.

What changed

  • Shared development process that covers all stages

  • Clear ownership between communication, web and operation teams

  • Defined collaboration model to improve speed and reduce handover friction

  • Stronger focus on planning, quality and shared understanding

Impact

By clarifying responsibilities and creating a shared process, the teams now collaborate with more confidence and less friction. Key roles are less overloaded, project timelines are easier to manage, and planning future improvements has become significantly more reliable. The new structure has become a foundation for long-term stability and better service quality.

Are you facing similar challenges with unclear roles or development chaos?