Following a reduction in team size, the Mergers & Acquisitions (M&A) department faced uncertainty around roles, responsibilities, and workflows. Teams were working across multiple workstreams without a shared understanding of how the end-to-end process operated.
Supporting the M&A Director as a Service Designer, I helped map the full M&A journey for the first time, identify operational pain points, and facilitate workshops to redesign the department’s future workflow.
The project aimed to improve collaboration, reduce manual processes, and establish a clearer operating model for the team.
After the department restructuring, teams struggled to coordinate work across the M&A lifecycle. Roles were unclear, processes were fragmented, and several activities relied on manual tracking and communication.
I supported the M&A Director by leading service design activities to help the department understand their current workflows and collaboratively design a more efficient future operating model.
Mapped the end-to-end M&A lifecycle to visualise the current experience.
Conducted 28 stakeholder interviews to capture operational challenges and insights.
Facilitated cross-team workshops to clarify roles and redesign workflows.
Created a new To-Be journey to improve collaboration and reduce process friction.
Through interviews and collaborative sessions with team members, we mapped the current M&A experience and identified key pain points across the department.
🎯 Design challenge: align multiple workstreams around a shared process while simplifying workflows and enabling better collaboration.
Define clear responsibilities across workstreams.
Create visibility across teams through shared workflows.
Identify opportunities to reduce complexity and automate tasks.
I facilitated a series of workshops to help teams redesign how the department works together.
Teams collaborated to clarify roles, identify process improvements, and design their future-state workflows.
🎯 This project helped the M&A department align on a shared operating model and establish a clearer, more efficient way of working after the team restructuring.