Discover Phase: Week long immersion in Zabel’s head office located in Berlin, Germany. Interviewing leaders of sales, marketing, client services, lead management, key clients, and senior executives. Observing and analyzing processes and functions across these business units, reporting findings each evening to owner, Thomas Zabel. Dream Phase: Collaborative process involving Thomas Zabel and business unit leaders to define (redefine) the Zabel brand vision. Design Phase: Using the insights derived from the Discover and Dream phases a Brand Brief and Creative Brief were created, which Zabel used to design new website functionality, lead conversion practices, client fulfillment processes, and client concierge services. Deliver Phase: Zabel executed the design recommendations over a period of 12 months with ongoing consultation.