As Watson 

A.S. Watson.

Bridging the gap between IT-departments and the Business. 

 

Most people haven’t heard of A.S. Watson, but basically everybody knows retailers like ICI Paris XL, Kruidvat and Superdrug. Well, that's A.S. Watson. They are the largest Health and Beauty retailer brand have more than 20 different retail concepts in Europe and Asia.The IT department of A.S. Watson asked Ink Strategy to help them map out their new IT strategy and service in order to meet user demands and boost adoption. 

“With help of Ink Strategy we successfully visualised our IT strategy for our business and made our complex multi-channel world simple again!”

Gerrit-Jan Steenbergen - Group Retail Technology Director A.S. Watson

Brief

An understandable IT system

In the complex retail world clients increasingly demand a personalised approach, both off- and online. At A.S. Watson too, new IT-solutions and IT-support are in high demand. Thus, the IT department faced a big challenge meeting the demands of all business units.  

Involving and engaging internal stakeholders was pivotal in this time-taking IT transition. That's what the IT department asked us to do: help them increase understanding between business and IT: about their services, work process, their way of working and workload. All in order to design and offer the best service.

Proccess

Engaging with the BU's.

Getting alignment on complicated IT processes is extremely hard. Every IT engineer involved has his or her own perspective, while different business units all ask for countless changes and tailor-made solutions. 

Taking up the challenge, we first clarified and visualised the different perspectives in workshops before constructing the bigger picture. Because everybody felt heard and consulted we could slowly work towards a mutual approach. 

To get the buy-in from the whole IT team we organised and facilitated discussions with teams in The Netherlands and in Hong Kong. The visual metaphor we designed proved to be of significant help. 

Result

A compelling storyline and visual toolbox.

We've bridged the gap between business and IT by helping them communicate using the same vocabulary. As a result, IT understands the business and the business understands IT. This means better relations, and better and faster results. 

The visual toolbox we built in the process is used every day: a large poster, mousepads, a short animation and a booklet.

A.S. Watson also uses our tools to facilitate discussions about the future of IT. 

“Strategy" is the goal, "Ink" is the tool!” 

Laurens Priemis - Head of Development Center AS Watson

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Website last updated September 2019

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