Transforming PPG Industrial Coating Services:
A Holistic Approach to Modernization

PPG’s MITS NextGen initiative sought to revolutionize its outdated, two-decade-old system, which had become inefficient and disjointed due to incremental updates without a cohesive vision. By conducting in-depth discovery, crafting a strategic North Star vision, and leading the design and implementation of a refined user experience, we delivered a platform that streamlined operations, reduced complexity, and positioned PPG as an industry leader. This transformation not only addressed immediate inefficiencies but also laid the groundwork for long-term innovation and scalability across their organization.

CLIENT

Key Contributions

Discovery Leadership | Workshop Facilitation | Service Blueprinting | Current-State Analysis | Experience Strategy | Roadmap Development | Design Ops Oversight | Stakeholder Alignment | Client Management

Discovery Phase: Building Understanding

Overview:
We conducted a thorough discovery phase to map the current state, identify pain points, and uncover opportunities for a streamlined experience. This included in-depth stakeholder interviews and on-site visits to understand the unique needs of each factory location.

Problem:
PPG’s fragmented systems and processes varied significantly across locations, making it difficult to achieve consistency and efficiency.

Activities:

  • Conducted stakeholder interviews to understand challenges and expectations.

  • Facilitated workshops to uncover gaps and define priorities.

  • Spent three days at each factory mapping end-to-end processes and identifying location-specific needs.

  • Created a service blueprint to visualize the process and highlight universal pain points and opportunities.

Goals:

  • Align stakeholders on the current state and challenges.

  • Define the scope of improvements needed to achieve a cohesive user experience.

Solutions:
The service blueprint revealed inefficiencies and opportunities, which we mapped against a value-impact matrix to assess initial investments versus long-term organizational benefits.

My Role:
Led the discovery activities, facilitated workshops, synthesized findings into actionable insights, and delivered the service blueprint that became the foundation for the project’s vision.

Site Research & Discovery
Uncovering user needs and platform gaps

User Journey Mapping
Visualizing pain points and opportunities across the experience

Platform Transformation
Redesigning systems for clarity, scalability, and impact

Ideation Phase: Defining the Vision

Overview:
With insights from the discovery phase, we collaborated with PPG to define a North Star vision and roadmap. The roadmap balanced quick wins with transformative initiatives to position PPG as an industry leader.

Problem:
PPG lacked a strategic vision to unify their approach and drive innovation.

Activities:

  • Created a North Star vision to align stakeholders on the project’s goals.

  • Developed a roadmap categorizing initiatives into short-term wins and long-term investments.

  • Defined hero moments to highlight the value of the platform for end users.

Goals:

  • Provide a clear vision for modernization that balanced immediate improvements with strategic transformation.

  • Align stakeholders on priorities and milestones.

My Role:
Helped craft the vision and roadmap, working closely with stakeholders to ensure alignment. I also guided the team in defining impactful user moments to elevate the platform experience.

Design Phase: Bringing the Vision to Life

Overview:
We focused on designing an intuitive platform that streamlined workflows and delivered a cohesive user experience for PPG’s diverse end users.

Problem:
The platform needed to address the needs of multiple user types while simplifying complex workflows.

Activities:

  • Designed optimal user journeys for the platform’s three main components.

  • Facilitated feedback sessions with stakeholders to refine the design.

  • Delivered a design strategy that demonstrated the platform’s value to both users and stakeholders.

Solutions:
The design emphasized usability, efficiency, and alignment with PPG’s strategic goals, ensuring a smooth transition for legacy users and future scalability.

My Role:
Led the design team, facilitated feedback sessions, and ensured the designs adhered to the vision and roadmap established during ideation.

Strategic Storytelling

Implementation Phase: Executing the Plan

Overview:
The implementation phase translated the strategic vision into a tangible platform that delivered measurable value to PPG and its users.

Problem:
Bridging the gap between strategy and execution required careful management and stakeholder alignment.

Activities:

  • Conducted workshops and feedback rounds to guide implementation.

  • Developed a service and value stream map to optimize interactions and processes.

  • Streamlined product features to reduce complexity and enhance usability.

Solutions:
The implementation phase delivered a modernized platform that streamlined operations and enhanced user satisfaction.

My Role:
Supported the implementation by ensuring the project adhered to the vision and strategy, facilitating alignment between stakeholders, and overseeing critical touchpoints to ensure success.

Learn Phase: Laying the Groundwork for Continuous Improvement

Overview:
The project provided PPG with a clear path for continuous improvement and innovation.

Key Learnings:

  • A structured discovery process is essential for uncovering actionable insights.

  • Building trust with stakeholders early ensures alignment and smoother execution.

  • A clear vision and roadmap facilitate a successful transition from strategy to implementation.

Next Steps:

  • Use the roadmap and design strategy as a foundation for future updates.

  • Continue gathering data to refine the platform and expand its impact.

My Role:
Provided documentation and actionable recommendations to support PPG’s ongoing transformation efforts.

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