Prospero Diagnostic Framework
Multichannel can be complex at times, technology and services move at a fast pace. Knowing what to focus on at any one point can also become problematic with different systems confusing your view
Thats why we built the Prospero Diagnostic Framework (PDF)
Put simply it 'simplifies the structure of diagnostic analysis' and as a result allows to you focus your resources on those areas that will make a real difference to your business
The Framework
We designed our Prospero Diagnostic Framework around 8 core competencies all of which are essential to developing a modern Omnichannel business:
Customer Acquisition
Customer Retention
Customer Experience
Trading Effectiveness
Culture & Process
Analysis, Data and Insights
Technology & Systems
Market & Brand
How do we apply it ?
Firstly each of the 8 competencies goes through a client specific evaluation stage - the purpose of which is to understand the need. In many cases this phase helps determine the real focus; we may conclude that analysis of one subject should be a light touch however, some subjects require a more extensive review. Once this is concluded we begin the diagnostic evaluation using 3 key tools:
The first level of analysis is a set of data requests - these can vary but typically we analyses data sets from transactions, orders, customers and marketing
The second level of analysis is a set of over 200 questions related to the competencies - these are a mix of both strategic and operational questions designed to understand how well the client has evolved. these can be delivered remotely, however we have a real preference for using them at level 3
Level 3 is a set of crafted interviews with key strategic and operational teams responsible for the growth of digital/omnichannel. in these interviews we focus on the level 2 questions which we score.
The Output
Weighted scores from our diagnostic are then plotted alongside either benchmark comparatives or/and a target score for each capability.
These target scores are derived from numerous similar exercises and the nature of the clients business, clearly (as an example) we wouldn't necessarily expect a mens fashion retailer to have a advanced proficiency in Technology or Data.
The resulting output then supports a dialogue with the intention of developing a set of new strategic priorities - in some cases this might require a programme of work which Prospero can and have delivered.
How do we do it?
The results from these 3 levels of analysis are a series of scores, the higher the score the more advanced /mature the organisation is. Lower scores suggest areas for development and further exploration
During this process we tend towards a weighting that suits the clients perspective and adds a real world feel to the outputs.
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