DESIGN THINKING

Problem

A regulatory organization faced a decline in revenue by 20%, with unknown drivers.

Solution

Launched and organized several workshops with internal and external stakeholders to understand the impact and clearly define the problem.

I identified that revenues decreased because customers could no longer pay for their licenses / certifications (many had lost jobs in the pandemic and their contracts diminished). As a regulatory body, the organization was required to waive their fees.

With design thinking methodologies, I launched workshops to identify opportunities to increase revenue, while also addressing stakeholders’ needs.

To overcome the 20% revenue loss, we launched new revenue streams, such as: education courses, training programs, online exams, new certifications/permits/licenses related to EV and solar panels, digital audit checklist, iOS app for inspections, and more.

We also improved and streamlined internal processes by incorporating AI, Machine Learning, and Natural Language Processing.

Result

Though we lost revenue on licenses / certifications, through design thinking, we increased revenue with new products and services by 35% and reduced operating costs by 25-30% by streamlining our internal processes. These results improved our overall profitability by ~40%.