We began by defining the core features the app needed to support within PwC’s complex internal ecosystem. Through in-depth stakeholder interviews across multiple lines of service, we mapped system dependencies, approval structures, and operational variations between offices. Employee surveys helped prioritise daily use cases and surface friction points. Because internal processes differed across regions, we conducted multiple rounds of user testing across seven time zones to validate workflows against real operational realities. The final feature set was shaped by how the organisation actually works, not how it appears on paper.
