Dual-lens current/future-state mapping · Service blueprints · Value/feasibility prioritization
Reimagining Customer Onboarding, AI-First
Designing an AI-first acquisition and onboarding experience from scratch for a global logistics leader — and making it buildable.
Hero image — future-state journey / concept screens
ROLE
CX & Innovation Strategist
CLIENT
Global package-delivery leader
TIMELINE
13-week engagement, C-suite visibility
TEAM
Cross-functional [confirm size]
MY FOCUS
Workshop facilitation · service blueprints · MVP definition
METHODS
Dual-lens mapping · workshops · blueprints · value/feasibility scoring
THE CHALLENGE
The company moves 24 million packages a day — but becoming a customer was painfully slow. Setting up a single account took ~100 minutes of manual effort. Configuring a pickup location could take 3–12 days across multiple handoffs. Billing was gated behind paper invoices, and a fragmented identity model caused access issues.
World-class logistics, but the experience of becoming a customer didn't match. So instead of asking "how do we fix the existing process?" the engagement asked a harder question: what would an AI-first acquisition and onboarding experience look like if we designed it from scratch? Thirteen weeks, C-suite visibility, and no existing playbook to follow.
MY ROLE
I owned three of the engagement's core workstreams: workshop facilitation, the future-state service blueprints, and MVP definition — including the design collaboration and the operating model for how AI agents, employees, and existing systems would work together.
Designed and facilitated the cross-functional workshops that generated the raw opportunity space
Co-owned end-to-end future-state journeys across three audiences (SMB, mid-market, and supporting employees)
Presented deliverables directly to the client's executive stakeholders
APPROACH
Dual-lens mapping
Top-down, we defined an unconstrained future state informed by best-in-class examples. Bottom-up, we mapped the real process today — every handoff, system, and workaround. Together they showed exactly where agentic AI could have the most impact.
Cross-functional facilitation
Designed and facilitated a 2-day workshop spanning sales, operations, tech, marketing, and compliance — aligning five functions on one future state — and led internal ideation sessions.
Ruthless prioritization
Surfaced 25 opportunity areas, scored them through a value-and-feasibility framework, and narrowed to 2 defensible agentic MVPs ready for rapid build.
Blueprints as an operating model
Built the service blueprints that made the vision buildable — AI agent actions, employee touchpoints, validation flows, and escalation logic, not just concepts.
SOLUTION
Two agentic MVPs, each attacking a measured pain point: an Intelligent Next-Best Onboarding Action engine that orchestrates handoffs and speeds time to revenue, and Persona & Permission Setup — automating the ~100-minute manual account configuration.
Behind both sat the service blueprints defining how AI agents, employees, and existing systems work together — the difference between a vision deck and something engineering could actually build.
Service blueprint / MVP concept screens
IMPACT
In 13 weeks, the program delivered a documented current-state baseline and an AI-first future-state vision, 25 prioritized opportunity areas, 2 agentic MVPs with full service blueprints, 2 foundational AI agents already built, executive alignment, and a repeatable playbook the enterprise could apply to adjacent journeys.
WHY IT MATTERS
This is the work of leading through ambiguity: no broken process to fix, no template to follow — just a bold mandate, five functions with competing priorities, and a C-suite audience. My job was to give the vision structure — facilitate the rooms where the opportunity space emerged, force the prioritization decisions, and translate the winning concepts into an operating model engineering could build.
It also shows range: the same person who runs a 27-session usability study can design a net-new AI-first service — and in both cases, the deliverable that mattered was alignment, not documents.
NEXT PROJECT
Do It Best →
© Millie Rosasco