case study
Customer Journey Mapping I UX Strategy I Process Optimization
Challenge
A company-wide initiative set out to reduce organizational risk by improving the server patching process—a workflow that had become cumbersome, inconsistent, and difficult to manage. Security vulnerabilities were slipping through the cracks due to unclear roles, fragmented systems, and a lack of process visibility. A clear understanding of the current state, supported by in-depth research and journey mapping, was needed to define opportunities and chart a path forward.
Solution
Interviews with server owners and help desk staff uncovered the root causes of breakdowns in the patching process, revealing deep structural gaps across teams, systems, and tools.
Using collaborative blueprinting workshops to visualize the end-to-end process, we exposed critical points of friction and disconnect. Insights were prioritized and reframed into actionable “How Might We” statements to guide problem-solving.
The result? A roadmap for streamlining, aligning, and reducing complexity, to close gaps, and enable faster, more secure vulnerability management across the organization.
Hardening the Process,Softening the Risk
Outcomes
The insights and backlog improvements became the foundation for long-term change. It enabled the creation of a comprehensive reporting guide for both app teams and support staff, clarifying ownership and responsibilities across the system.
System owners were now empowered to report their own vulnerabilities and define asset groups independently—dramatically increasing autonomy and accountability.
New tags were introduced into the tracking system, allowing app owners to view and manage their own servers—an essential step toward achieving a steady-state, self-sustaining patching process.
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