Case study – the creation of the Unified Support service

To illustrate and reflect on previous learnings, our approach almost always involved nurturing new services or ideas through data operations, gathering invaluable insights directly from our incredible professionals.

This involved a much-needed dynamic collaboration between business experts and data team members before any subsequent automation or engineering took place. This path often stands in contrast to the more conventional IT-driven or engineering-driven methods, where project managers collect requirements and software engineers construct solutions. We’ve emphasized this a few times already, and the reason we’re going back to this notion again is the crucial importance of succeeding in a fast, ambiguous, and uncertain environment. The ability to quickly experiment with data and change direction at no cost to the infrastructure is commonly underestimated.

We found that, when working with data,...