Streamline customer experience using lean, agile, and design-led innovation processes
PROJECT CONTEXT
Our client, an industrial digital company, was looking to enhance customer experience by developing a strategy for customer feedback and integrating innovation processes into the business.
client Challenge
How can we enhance customer experience by streamlining the new product co-development process?
PROJECT SET UP
Client
A fortune 500 industrial digital company
Industry
Manufacturing/Software
Time-frame
6 Months
Khoj Lab Team
Design Strategist
Senior User Experience Researcher
Client Team
Head of Operations Head of Strategy Chief Growth Officer Head of Agile Transformation
Services Provided
Leadership Interviews
Co-creation Sessions
Customer journey mapping sessions
Persona/Profile Development
Process Mapping
METHODS USED
Analysis & Synthesis
Visualization & Mapping
Process Mapping Workshops
70
hrs
Interviews
30
hrs
Research Design and Planning
Process mapping framework used to help align the entire digital organization
KHOJLAB APPROACH
A design-led approach to align the innovation process to business growth aspirations.
We interviewed ~70 stakeholders from almost every department within the organization to understand their roles, motivations, and needs to create 26 personas. We used the information from these interviews to develop a mega-service blueprint that visualized all the organization's functions and highlighted redundancies in different methodologies and technologies used by other teams, creating misalignment in the product development process. We could map the various stages of the product development process and visualize the current state of the Total Customer Experience.
We synthesized from our analysis from over 700 images of real-time activities across multiple organizations
Impact/Outcome
A successful “innovation process” aligned the entire division.
The service blueprint provided a holistic view of the organization's roles, functions, and information flows. This visualization facilitated a critical mindset shift for the leadership. It helped them identify capability gaps and integrate core business processes through a combination of Lean Startup, Agile, and User-centric approaches which led to an organizational shift in strategy. This research also helped the organization establish connections between business strategy and innovation by introducing a framework to categorize new initiatives, conducting market research for innovation projects, and introducing best practices for research at the fuzzy front end.
We created an internal-facing booklet with comic-style graphics representing the everyday behaviors in the office
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