Home

- Jean Mutton - 

Jean is the Director and Principal Consultant of Go Process Design Ltd and has a background in higher education, academic administration and project management.

Jean brings together Lean, Service Design, Systems Thinking and Design Thinking approaches for change management and service improvement, focussing on the end-user experience.

Jean is passionate about bringing teams together to make the world a better place by understanding what people really want and need.

IMG_1753p

Jean offers a range of services to enhance the customer journey. With strategies for working with staff and the implementation of processes to ensure the customer experience is second to none.

 

- SERVICES - 

Workshops in Service Design & Process Review
Workshops in Service Design & Process Review
Consultancy
Consultancy
Bespoke Staff Training
Bespoke Staff Training
Bespoke Staff Training
Bespoke Staff Training
Conference Speaker
Conference Speaker

- Testimonials -
- Dr Cath McGrother, Director, Health and Recovery - When I started the sessions with Jean, I didn’t really know what a service or process design was. I only knew that I needed to see my developing business from the viewpoint of my potential customers. Overall, just a couple of introductory sessions have given me a lot more confidence about introducing and marketing my business.I am introducing a diet therapy and consultancy for people with poor health, so it is vital to attract customers appropriately. Jean led me through the process of developing customer personas. These were filled with nuances and new insights that really brought my customers to life and have helped me to visualise the potential market and clarify my selling points.We also mapped out part of the customer journey. This was enormously helpful in picking out the detailed processes and likely stumbling blocks to gaining and retaining customers. This approach is clearly an excellent investment that I plan to revisit as my business develops. It was also a very enjoyable process that Jean facilitated expertly.
- Heather Madden, Business Analyst at Cork Institute of Technology - Jean worked with Cork Institute of Technology (CIT) during the Summer of 2013 on their RECAP project – Review & Enhancement of CIT’s Admissions Processes. This was CIT’s first foray into Service Design and Jean facilitated the initial “as-is” service blueprinting workshops, introduced Service Design and its benefits to Senior Management and acted as a mentor to the project team throughout the project. Jean’s support was invaluable to us and we can attribute much of the success of the project to Jean’s guidance at the key early stages. We are fully convinced that Service Design works for us and we plan to use this methodology to look at our entire Student Lifecycle.
- Myles Danson, Programme Manager, Joint Information Systems Committee - I worked with Jean over a period of four years during which she and her teams were instrumental in pioneering the use of Service Design in Higher Education. Jean applied the technique to various aspects of the student lifecycle providing unique insights into the business processes that supported these and how they had often evolved without strategic oversight. By putting the end user at the heart of the process and through service blueprinting Jean identified duplication and fail points as actionable insights and on the strength of the evidence base advised on service redesigns. Benefits were realised for staff, students and the wider institution itself and all in a relatively short timescale. Jean has been helping the wider HE sector to achieve similar benefits through her consultancy at various UK universities and is regularly invited to speak on the subjects at national conferences and events.
- Olivia Roberts, Queen's University Belfast - We approached Jean to provide advice and guidance on service design tools and techniques to Queens University as part of a project to review our enrolment procedures. Jean worked with us to use service blueprinting which allowed us to really place the student at the heart of the process and helped us to see the whole picture from the student perspective. We went on to redevelop our systems and processes to great improvement and in 2013 were shortlisted for a THELMA in the category Student Experience. Jean was professional and thorough in her engagement with us, she delivered the services to a very high standard with a tenacity that helped us achieve our goals.

  - Follow ~ Connect ~ Contact -