Customer Journey Mapping
Research Insights
At Shell, the Trading desk and Operations teams face delays in updating trading data due to the absence of real-time access to production data mapping.
This challenge affects efficiency and competitiveness, particularly during scenarios such as new market introductions, data changes, trade flow failures, and new trader onboarding.
Lack of access to live Mapping data
Mappings are documented in Wiki and Spreadsheets, which are not maintained.
Inefficient failure analysis
Failure analysis and troubleshooting takes more effort and time as it involves validation of multiple tables and understanding the relationships between them can be complex.
Outdated change management processes
Support teams aren’t able to view configured TCP mappings quickly, this causes delays in implementing changes due to Change management process in production.
Reliance on external teams
Support teams have to manually run SQL scripts in order to make changes. They have to rely on TCP developers to create scripts and run it this takes days to make simple changes.
Delayed change Implementations
Support team is extremely dependant on TCP developers to create scripts. This creates delays in the process of completing Service now tickets.
Having to wait a number of days to implement changes when they can be done in minutes.
Time Sink
Creating mappings takes time away from More business focused tasks for TCP developers.
The problem statement workshop outcome was key in aligning with the business around the exact problem we are trying to solve.
![](https://framerusercontent.com/images/K6cUNifhQFa6qEX3kqNwfqMkiY.jpg?scale-down-to=512)
TCP Support team
The TCP Support teams need to manually run complex database scripts to check and change trade data mappings (Especially when new traders, products, or markets come in) as well as monitor transactions and run failure analysis.
Aside from running scripts, the slow process is delayed further due to having to go through a change management process.
This slow process makes it hard to fix problems quickly and adapt to trade changes. It causes delays and messes up the smooth flow of trades in the company.
This inefficiency not only affects support teams but also hurts the business. We can use the support team's time and skills for more business related tasks.
![](https://framerusercontent.com/images/RamtTAckY2oBVdwHXcKMoDwUlro.jpg?scale-down-to=512)
Internal Product teams
The TCP application support Team lacks real-time access to production mapping, heavily relying on outdated documentation.
This hampers efficiency and diverts resources from essential projects. A solution is urgently needed to boost mapping visibility, reduce reliance on external teams, and drive business growth and efficiency.
![](https://framerusercontent.com/images/6sHpq3dI8RZD4vLq93yNIsQrkiw.jpg?scale-down-to=512)
Business Users - Traders
At Shell, the Trading desk and Operations teams face delays in updating trading data due to the absence of real-time access to production data mapping.
This challenge affects efficiency and competitiveness, particularly during scenarios such as new market introductions, data changes, trade flow failures, and new trader onboarding.
Our solution aims to expedite access and reduce external team dependence.