The Challenge 

One of Australia’s largest and most respected charities, with an extensive network of physical retail stores, needed to embrace digital transformation. The goal was to establish a successful e-commerce channel that could operate as a new, vital ‘branch’ in their retail arsenal, extending their reach and impact without disrupting their core mission. 

Our Approach 

We undertook a comprehensive 8-week strategic engagement to define the optimal business model, operational processes, and technology stack. Our human-centred approach focused on understanding the needs of every stakeholder. 

• Deep Research & Synthesis: We conducted in-depth research with 38 customers, 26 internal staff across various departments (CX, Finance, Retail, ICT), and 12 technology vendors. This provided a 360-degree view of the challenges and opportunities. 

• Process & Operational Mapping: We mapped the entire business process for an online store, from stock sorting and photography in the warehouse to customer service and order fulfilment, identifying key operational requirements and potential bottlenecks. 

• Technology Assessment: We analysed the e-commerce vendor landscape, from SME solutions to enterprise-level platforms, to recommend a technology choice that aligned with the charity's unique requirements, budget, and future growth ambitions. 

The Impact 

Our engagement provided the charity with a clear, actionable, and evidence-based path forward. We delivered a set of detailed business and technology requirements, a recommended operational model, and a strategic roadmap to confidently launch their online presence, ensuring it was set up for long-term success and value delivery. 

Services Delivered: 

• Digital Transformation Strategy 

• User & Stakeholder Research 

• Business Process Mapping 

• Operational Recommendations 

• Customer Technology Assessment