Outcome
A significant increase in the number of assets delivered into ITV's supply chain within the first few months of delivery.
Duration:
6 months
Producers were unsure what to upload, where, or whether they’d completed delivery correctly.
Internal teams were stuck chasing missing files, relying on email chains and spreadsheets to track progress.
User Research:
I conducted interviews with both external producers and ITV delivery coordinators. Producers described the portal as “guesswork,” while ITV teams said they relied on email follow-ups to fill in gaps.
Audit & Journey Mapping:
I mapped the current end-to-end process from both sides and identified points of confusion, miscommunication, and drop-off.
Stakeholder Workshops:
I facilitated a workshop to align on priorities, revealing that both business and user needs hinged on the same thing: clarity and visibility.
User Research:
I conducted interviews with both external producers and ITV delivery coordinators. Producers described the process as “guesswork,” while ITV teams said they relied on email follow-ups to fill in gaps.
Audit & Journey Mapping:
I mapped the current end-to-end process from both sides and identified points of confusion, miscommunication, and drop-off.
Stakeholder Workshops:
I facilitated a workshop to align on priorities, revealing that both business and user needs hinged on the same thing: clarity and visibility.
One early insight led to a critical feature: automated email notifications, so producers would always know what was expected and what was still pending.
I facilitated an impact–effort prioritisation workshop with engineering and product to focus our scope.
We chose to lead with the image upload flow because it was the most frequent task, had clear success metrics, and touched multiple internal teams.
Shipping this first gave us a high-leverage way to validate the platform’s value early, reduce risk, and build momentum for the next phase of development.
I created comprehensive developer documentation to facilitate collaboration and ensure consistent adherence to design system specifications. This documentation provided clear guidelines, examples, and best practices, making it easier for developers to understand and implement the design system effectively.
images uploaded
Series onboarded
Synopsis submitted
Challenges Faced
Frequent priority shifts from leadership disrupted focus and slowed delivery. This created ambiguity for the team and stalled momentum. I partnered with product to reframe shifting goals into clear, actionable next steps.
How we fixed it
I ran alignment workshops with stakeholders to clarify priorities and reduce churn.These sessions created space for open discussion and helped lock focus for each sprint.As a result, the team moved with more stability and purpose.
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