When repositioning a service department at the Mittelstandsbank, it was possible to activate all those involved and leave the comfort zone together.
In the first phase, MASCARA developed a multi-stage workshop for the employees and the department manager. Based on research results and a structured self-reflection of the department, we conducted a comprehensive assessment of the current situation. The team then used visualised role models to develop a new vision and a new department's mission statement.
The second phase of the process was about bringing the shared vision to life and translating it into concrete changes. We helped the team define its strategy, optimise the delivery processes and adapt its portfolio. The department launched a new service offering along the consumer journey, and clear roles, competencies, and KPIs were defined. Finally, very concrete tools, such as proactively addressing managers, were developed and marketed.
In the end, the team had reinvented itself: A visible signal was the new visual appearance of the department now renamed “MSB Learning & Development”, which was designed and implemented with MASCARA. And we were proud to have successfully accompanied this process with conceptual input, workshop designs, visualisations and communication materials.
Mascara is THE translator of complex issues into visually sophisticated designs and messages. The results are manifold, for example, in the form of qualification folders, websites or reference books. MASCARA always succeeds in convincing with innovative, creative representations. Consistently well-thought-out and systematically prepared. One of MASCARA's particular strengths lies in extracting the "condensate" from difficult topics and transforming it into sophisticated, well-thought-out designs. MASCARA has established itself as a competent, obliging and professional service provider for us, whom we also rely on for time-critical tasks.
Head of Learning & Development - Commerzbank AG