Recent Case Studies
The following case studies represent some of our recent public and private sector experiences and the strategic and operational nature of our work:

Establishing a Customer-focused Vision for Change
JOURNEY worked with the Executive Team of the UK’s largest rail franchise to develop a new, customer-centric vision for the business along with a clear strategy for delivering it. We then worked closely with the HR Director in particular to develop and implement a cultural change strategy that would embed the new vision and values across the organisation in a way that created a new and unified culture for what was previously two separate organisations.

National Development Strategy in Health Improvement
JOURNEY has recently been commissioned to develop best practice in ‘social marketing’ initially in the area of health improvement across the UK healthcare system. We were engaged to develop an approach to engaging Primary Care Trusts (PCTs) across the UK in this best practice and subsequently developed an approach to customer-focused interventions that is now being piloted in a pilot region prior to national roll-out.

Bid Management/Proposition Development
JOURNEY became an integral part of the bid team of a joint venture set up to bid for a major rail franchises which involved us in developing a new brand proposition, vision, cultural and mobilisation strategies for the new franchise and embedding this into the final bid document. This work has subsequently led to JOURNEY advising on proposition development for the joint venture for all future franchise bids on a global basis.

Customer-focused Service Reconfiguration
JOURNEY has worked with a regional Strategic Health Authority (SHA) for the past year in three different, though complementary areas: strategic development through the transition from three SHA’s into one; piloting best practice approaches to social marketing in health improvement; and developing a customer-focussed approach to service reconfiguration. In all three areas we have successfully engaged people in changing the way they work by putting the customer/patient at the heart of the development process.