CRM Discovery and Procurement Strategy Across 40+ Stakeholders for a Cultural Institution - Helium

OVERVIEW

A leading national cultural institution ran a structured three-stream discovery process — engaging 40+ staff to define the business, technical and experience requirements needed to inform future procurement and system integration.

Client Story

Strategy and Priorities:

Strengthen relationships with collaborators, partners and the public by ensuring systems support data-driven engagement — aligned with both operational and strategic priorities.

Modernize the retail banking experience to retain younger demographics and increase daily app engagement.

Digital Priorities:

Map current systems, workflows and stakeholder data across experience, technical and business streams — and define the requirements that would inform future system procurement.

Shift from a purely transactional utility to a proactive financial advisory tool.

The Challenge:

Inconsistent data systems, no unified view of how stakeholder data was collected or used, and a need for a clear strategy to guide future procurement and integration decisions.

Our Collaboration:

Three-stream discovery process — experience, technical and business requirements — with 40+ staff interviewed and engaged in workshops across the organisation.

We partnered with the bank’s digital and data science teams to design and validate an AI-driven homepage that anticipates user needs and provides tailored financial guidance.

CONTEXT

The Challenge

Dedicated to collecting, preserving and sharing Australia's audiovisual culture and heritage, the institution needed to better understand how it managed, used and engaged with stakeholder data. Without a clear picture of current systems, workflows and processes, the organisation couldn't confidently define what a future platform needed to do. The work required experience research, technical discovery, systems analysis, stakeholder mapping and requirements engineering — all before any procurement decision could be made.

OUR EXPERTISE

We led a structured discovery process across three streams — experience, technical and business requirements — engaging more than 40 of the client's staff through interviews and workshops. The sessions provided detailed insight into how stakeholder data was collected, accessed and used, surfacing inconsistencies, duplication and gaps in visibility across the organisation. The findings provided the foundation for procurement-ready requirements and future-state system planning.

How we helped

The Solution

Human-centred discovery

Multi-source pipeline development

Journey maps and user personas captured real needs, behaviours and challenges — ensuring the future solution aligned with business realities, not just technical requirements.

Built robust data ingestion pipelines connecting cloud platforms, CRM databases and legacy batch systems — standardising ETL/ELT processes across the organisation.

Technical system review

Cloud data warehouse

Parallel review of existing systems, data flows and stakeholder data — identifying integration opportunities, system constraints and tools needing improvement or replacement.

Designed and deployed a scalable AWS and Snowflake architecture capable of processing billions of annual transactions — with optimised storage and compute separation for cost efficiency.

Foundation for procurement

Data model harmonisation

Discovery concluded with a consolidated set of business and technical requirements, stakeholder maps and future-state design artefacts — providing a clear, evidence-based foundation for procurement and system planning.

Developed a high-fidelity mobile prototype featuring predictive ML spending insights, Gen-AI chat support, and dynamic UI modules.

Cross-functional alignment

Secure data sharing

The three-stream model ensured experience, technical and business perspectives moved together — rather than being addressed in series after handoffs.

Validated the AI-driven features through extensive qualitative user testing, ensuring the algorithms felt helpful rather than intrusive.

IMPACT

From discovery to procurement-ready.

40+

Stakeholders interviewed across the organisation

3-stream

Discovery process running in parallel

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