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Unveiling Opportunities: A Case Study on Animal Journey Mapping in a Non-Profit Shelter

By engaging BusinessWhys to complete an animal journey mapping exercise, a large, non-profit animal shelter uncovered addressable gaps and opportunities in the people, process and technology of their operations.

Challenge

As animal shelters across the United States are overwhelmed by the increasing need in their communities, a New Mexico-based animal shelter wanted to identify addressable gaps and opportunities in their shelter processes so they could develop a roadmap for necessary and meaningful change. 

Animal Journey Mapping

Because recent operational changes had been made that had resulted in confusion among the staff, board and community, it was important that the BusinessWhys engagement begin by focusing on building a common understanding of core operational processes.  The BusinessWhys team held in-depth interviews with team members across all departments and reviewed existing process/procedure documentation in order to document the current cat and dog animal journeys through various lenses.    

During the project, BusinessWhys: 

Mapped dog and cat journeys through the shelter  

Interviewed individuals throughout the organization 

Participated in "ride-along" and observational visits  

Reviewed existing documentation   

Documented, validated, and analyzed findings  

Presented executive leadership with Key Areas of Concern, Recommendations, and a Strategic Roadmap

During the project, BusinessWhys: 

The Impact

The organization’s leadership team gained insights into critical areas of concern and was able to prioritize investment into recommended initiatives based on their strategic objectives.  Following the engagement, the shelter leadership team formed combined board-staff task forces that leveraged the animal journey map deliverables as a critical tool and common point of reference to inform changes to  AS-IS operational processes and policies

ADDITIONAL CASE STUDIES

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