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Problem-Solving
KYOWA KIRIN INTERNATIONAL
Identifying a skills deficit
Insight
On a mission to develop and deliver prescription medicines, Kyowa Kirin International tasked RAPP with launching websites in eight European markets. However, a lack of training on Acoustic Content (the Content Management System powering the websites) left clients and partners unsure about how to build and manage webpages. As a result, RAPP’s Technical team were overwhelmed with queries, straining resources and delaying rollouts.
Strategy
I took the initiative to independently learn Acoustic Content and created an onboarding process to upskill clients and partners. Collaborating with the UX team, I created a detailed visual guide in Figma that outlined website templates, functionalities and technical requirements to ensure clarity and consistency across global websites. I also conducted live demos and training sessions to address real-time questions and provided ongoing feedback to the Technical team to improve system usability and introduce new features.
Impact​
By teaching stakeholders to build and manage their own webpages, I significantly reduced support queries and freed up the Technical team to focus on higher priorities. A more efficient rollout process shortened project timelines and secured additional contracts for RAPP to expand into new markets in the Middle East.
IKEA
Pinpointing a knowledge gap
Insight
IKEA’s creative review process was slowing campaign development. Clients struggled to provide effective feedback on creative concepts, often focusing on minor details. This led to disengagement, frustration and multiple late-stage revisions – resulting in inefficiencies and delayed approvals.
Strategy
I gathered client feedback to uncover the root cause: a lack of understanding of the creative process and how the strategy informed concept development. To bridge this gap, I restructured how creative concepts were presented, ensuring earlier collaboration and clearer alignment with strategy:
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Workshop Stage: Creative teams introduced 3-4 concepts, explaining their strategic rationale with mood boards, TOV guidelines, design ideas and rough visual mock-ups. This allowed clients to engage early without focusing on brand guidelines, and pick 1-2 concepts to develop further.
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Presentation Stage: Clients reviewed fully mocked-up chosen concepts, complete with brand elements and cross-channel expansion ideas. This stage culminated in decisive approvals and ensured brand alignment.
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Impact​​
By restructuring the creative review process, clients gained a stronger understanding of how strategic insights shaped campaign concepts. This led to more constructive feedback with fewer rounds of amends, making the workflow more efficient. As a result, approvals were faster, allowing campaigns to launch on time with fewer last-minute changes. Additionally, fostering earlier collaboration strengthened the relationship between RAPP’s Creative teams and IKEA, creating a more productive and respectful partnership.
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