Fixie: time to quote

They asked for automated 3D model preparation. What did they actually need?

The request was technical. The problem was how long a customer waited for a quote. Reframing the work around that took quoting from six hours to under five minutes.

Organisation: Fixie
My role: Problem framing and service redesign, at Razor
Type of work: Modernisation
Capabilities: Discovery, Service design, Product direction

The request

Fixie came to us asking for automated preparation of 3D models. It's a reasonable thing to want, and a hard technical problem.

Fix the step, or fix the wait?

Considered
Automate model preparation
The original request. Hard to do well, and it only speeds up one part of the journey.
Chosen
Redesign quoting around time to quote
Treat the whole quoting service as the thing to improve, measured by how long the customer waits.

Decision

We redesigned the quoting service and platform around time to quote.

6 hours → under 5 minutes

time to produce a quoteBasis Reported outcome of the redesigned quoting service. How and over what period it was measured isn't recorded.