Enterprise service design & change
HMRC Import & Export Service Transformation
Aligning six siloed product teams and shifting leadership mindsets to deliver a unified customer experience.
6 product teams
United under one cohesive future-state service blueprint
1 digital front door
Eliminated duplicate data entry across complex portals
Executive alignment
Shifted entrenched blockers into active sponsors
The client challenge
Operating six independent product teams with six separate portals created a fragmented customer experience, forcing traders to re-enter identical data across conflicting terminology. Following post-Brexit regulatory changes, thousands of UK small businesses were required to complete complex customs declarations without internal compliance support, while senior stakeholders initially resisted digital transformation in favour of legacy paper processes.
The dual-track solution
Service design track
- Mapped end-to-end user journeys across all six products.
- Eliminated duplicate data entry points.
- Standardised cross-service terminology into a single digital front door.
Change management track
- Coached senior leadership one-to-one through their personal change curves.
- Established shared cross-service governance frameworks.
- Built cross-functional pods around shared operational outcomes.
Measurable outcomes
- Executive alignment: Shifted entrenched senior blockers into active executive sponsors championing a joined-up digital service.
- Cross-functional pods: United six siloed product teams around a single, cohesive future-state service blueprint.
- Trader continuity: Streamlined user pathways, enabling UK small businesses to maintain trade continuity post-Brexit.
Human-centred support shaped around your organisation's live problem.
Start small with a facilitated diagnostic session for your leadership team.