Case Study
Organizational Development for a Growing Small Business
Project Overview
Introduction
Living Landscapes LLC is a residential and commercial landscaping business that experienced rapid growth over the course of a year. As the owner looked to scale his operations and improve customer communication, he reached out to me for guidance on how to move the business forward in a sustainable way.
My Role
I joined the project as an organizational development consultant—meeting with the owner to assess the current state of the business, identify pain points, and propose actionable next steps. Together, we determined that the first priority was improving customer-facing systems, with a focus on communication, branding, and operational consistency. From there, I led the design and implementation of several key updates as part of Phase 1 of the project, with future phases planned for later this year.
Phase 1 Approach
Discovery & Priorities
The first step in this project was a one-on-one consultation with the business owner to better understand where the company currently stood and what challenges had emerged from its rapid growth. We discussed the business’s history, current operations, and the systems in place for customer communication and service delivery.
Through that discovery process, we identified that the business needed more streamlined, consistent ways to communicate with customers—both to support existing relationships and to build a more scalable, professional foundation for continued growth.
Scope of Phase 1
Together, we defined the focus of Phase 1, which centered on improving customer-facing communication tools. I led the design and implementation of the following key deliverables:
​
-
Designing and building a new business website
-
Setting up a Constant Contact account and creating a reusable email flyer template
-
Designing and launching a customer feedback survey, with automation and scheduling
-
Creating a new annual service agreement template to support consistent documentation and branding
The goal of this phase was to provide the business with stronger tools to communicate with customers, gather actionable data, and support its continued growth with a more polished and scalable infrastructure.
Tools & Process
To manage this project efficiently, I used a combination of design, communication, and project management tools—tailoring each to fit the business’s needs and available resources. I handled all planning, setup, and execution myself, from designing assets to building systems and workflows.
Tools Used
-
Asana – Used to organize tasks, timelines, and deliverables for the project
-
Google Docs – Created a branded, editable service agreement template for future use
-
Constant Contact – Set up the platform, designed a reusable email campaign flyer, and launched the business’s first automated outreach to customers
-
Canva – Designed all branded visuals used in the email campaign and survey to ensure consistency and professionalism
-
WordPress – Built a business website designed to scale, starting with a simple informational and promotional design with the ability to grow the website with the business.
Throughout the process, I maintained open communication with the business owner, adjusting timelines as needed based on his availability and the demands of the peak landscaping season.
Challenges & Considerations
Seasonal Timing & Flexibility
One of the primary challenges during this project was timing. As we entered the busiest season of the year for the landscaping industry, the business owner’s availability became limited—causing occasional pauses in communication and approvals. Rather than viewing this as a barrier, I adapted the project timeline to remain flexible and made steady progress between check-ins.
​
This experience reinforced the importance of maintaining clear communication, anticipating delays during high-demand seasons, and building a project structure that can flex without losing momentum. Despite the timing challenges, all deliverables from Phase 1 were completed successfully and received positive feedback from the client.
Outcome & What's Next
Deliverables & Client Impact
By the end of Phase 1, I delivered a full set of assets to support the business’s customer communication efforts—including a branded service agreement template, a launched Constant Contact account with an email campaign, a customer feedback survey with built-in automation, and a new business website (currently in progress). The business owner shared positive feedback on the process and immediately began using the new templates in communication with clients.
Looking Ahead
With the foundational systems in place, we’ve begun discussions about what comes next—exploring opportunities to support continued growth through improved internal processes, expanded marketing tools, and additional automation. The next phase of this project will focus on sustaining that growth and building the infrastructure to support a more scalable, streamlined business.
Visual Showcase
Email Campaign Flyer
As part of Phase 1, I designed a branded email flyer using Canva and Constant Contact to support customer communication and seasonal outreach. Here's a preview of the first campaign that was sent to clients:
.png)
Business Website
A new website was designed to give Living Landscapes LLC a more professional online presence and make it easier for customers to learn about services and request support.
Conclusion
This project highlights my ability to take a consultative approach to organizational development—assessing real business challenges, proposing actionable solutions, and leading the full implementation process. From building systems to designing communication tools, I was able to deliver strategic value to a growing business while supporting its long-term goals.
​
I’m proud of the impact Phase 1 has already had, and I’m excited to continue working with Living Landscapes to build on this foundation in future phases.