Improving an established service

Aspect is one of the UK’s largest property maintenance companies, helping homeowners book trusted engineers for repairs and home improvements.

After spending two years at DAD exploring new ways for people to access home repair expertise, I found myself looking at the same problem from a very different starting point.

Aspect already had a successful business, established processes and thousands of customers.

The question wasn’t what should we build?

It was how could we make an already successful service even better?

Working closely with teams across the business, we stepped back from individual touchpoints and looked at the customer journey as a whole. From first enquiry through to work being completed in the customer’s home, we explored opportunities to simplify the experience and make the overall proposition clearer.

One of the biggest challenges wasn’t identifying improvements. It was understanding why things worked the way they did. Years of well-intentioned decisions had shaped the service into what it was today, and changing any one part meant understanding how it affected the rest of the organisation.

Curious how experiences like this have shaped my approach?

Whether I’m helping a startup discover what to build first or an established business improve what already exists, I start by understanding how the whole system fits together before changing individual parts.