A large hospital system wanted to streamline the prescription drug process for both end users and internal stakeholders, especially for refills and prior authorizations.

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Our team translated the complex process into a visual map reflecting internal and external users. The map was used to align internal stakeholders, and to communicate bottlenecks, pain points, and opportunities. We conducted a cross-disciplinary workshop to generate and prioritize concepts.

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• Primary and secondary research

• User archetypes

• Actionable insights

• Process visualization

• Co-creation workshop

• Concept prioritization

A financial services company with over US $10 trillion in assets wanted to improve their Go-To-Market strategy.

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Our team conducted an innovation assessment and gap analysis of their current approach. We collaborated with a matrixed team to integrate Voice of the Customer (VOC) with their product design process, then trained senior product leaders, brand strategists, and market researchers in adoption.

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• Innovation diagnostic: Leadership & Alignment, Processes, Skills & Tools, and Culture

• Jobs-to-be-Done and Service Blueprints

• Customized tools and frameworks

• Performance metrics

• Cross-functional training

A production company with a 5+ million square foot manufacturing plant was planning to implement a new production process and needed support with change management.

 

We observed and interviewed floor supervisors and workers to understand existing workflows, needs, and potential barriers to adoption. The research insights led to improved floor operations, new strategies for promoting continuous improvement, and redefined growth paths and training materials to improve employee retention.

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• Observations and interviews

• Future state definition and performance metrics

• Rollout and communication plan

• Upskilling goals, metrics, and training materials

A Fortune 500 materials developer and manufacturer was facing barriers to adoption of a new construction material.

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Out team mapped the value chain and explored competitive advantage, regulatory constraints, supply chain limitations, and the impact of unions. Insights informed solutions to key barriers and we made connections to new potential external partners to support adoption strategies. We also trained a cohort of 30 rising leaders in ideation techniques, design thinking, lean startup methodology, and business case development and presentation.

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• Ecosystem mapping

• Partner relationships
• Solutions development
• Capability building

A Fortune 100 healthcare company wanted support for decision making aroud new offerings for people with obesity pursuing medication-assisted weight loss, with an emphasis on understanding social determinants of health (SDOH).

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We conducted research including surveys, journaling, and interviews with users experiencing SDOH, plus interviews with healthcare providers, service professionals, and subject matter experts. We synthesized insights to create behavioral archetypes and compelling stories to build empathy and support the development of new initiatives. We provided actionable strategies aligned to business goals.

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• Online surveys, journaling, and in-depth interviews

• Competitive research and expert interviews
• Behavioral archetypes
• Actionable strategies aligned to business goals

A nonprofit community organization sought to explore new opportunities for community engagement and revenue.

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We benchmarked similar organizations, interviewed stakeholders and community members, analyzed industry trends and forces, and probed funding sources. Insights informed a scenario mapping session with the leadership team and stakeholders to explore a range of potential futures around the organization's role in the community and the experience of the community members. We visualized leading directions and provided supporting value propositions to share with the board.

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• Benchmark analysis, trends and forces scan

• Focus groups, card sorting, benefit mapping

• Scenario mapping

• Solution visualization

• Value propositions

A leading insurance company needed a new internal platform to better support agents in delivering an effective and consistent customer experience.

 

We conducted user research of consumer perceptions of auto and home insurance and how it’s sold. We observed agents, interviewed experts, and explored industry and technology trends. Synthesized insights informed a co-design workshop with agents and internal stakeholders. Based on that session, we generated new, flexible scripts for agents, and identified improvements to the information architecture and usability of the digital platform, which we tested with agents representing different demographics and markets.

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• Qualitative and quantitative user research

• Co-design session

• Wireframe development

• User testing

The president of a multinational, privately held CPG company wanted to evaluate and reframe the  purpose of the internal innovation group.

 

We interviewed the executive and senior leadership teams to understand the historical role of the group and the aspirations for change. We explored innovation models, assessed current capabilities, and conducted an alignment workshop to prioritize options. We recommended a new strategic direction and roadmap, defining the revised purpose of the group, its position within the company, the leadership structure, and capability needs.

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• Innovation diagnostic: Leadership & Alignment, Processes, Skills & Tools, and Culture

• Innovation models

• Detailed implementation roadmap for a new strategic direction

A leading company in natural resources was looking to drive technology innovation and unlock significant business value through a step change in performance.

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Our team designed and facilitated a series of five, multi-day Open Forum events. Each forum was a three day event with its own focus area related to process and sustainability and included over 50 participants, joining from different industries around the globe. The forums generated transformative opportunities to impact the existing systems, as well as truly disruptive approaches and new, non-traditional partners. Additional forums were redesigned for virtual, global participation.

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We captured the process of preparing for, conducting, and building on the outputs of an Open Forum into a repeatable innovation playbook, and later designed and training modules on these methods, including train-the-trainer sessions.

A Fortune 100 healthcare company was looking for a disciplined, repeatable methodology for the internal innovation group as they work with various business units on service design projects.

 

Our team evaluated the current materials and approaches and interviewed internal service designers with different experience levels. We designed a new digital playbook site, using a consistent layout and vocabulary to simplify and clarify the information. We iteratively developed and tested prototypes of playbook elements before delivering the finished content. We also designed and delivered training modules on these methods.

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• Process evaluation

• User research

• Prototype development and testing

• User-centered design training

A $1B furniture manufacturer needed a new innovation strategy to address the changing nature of work.

 

We conducted an analysis of industry trends and forces, competitive market research, and subject matter expert (SME) interviews. We mapped the process from design through production and sales, aligning the client team on the full picture for the first time. We identified opportunity spaces, generated solutions, created business cases for leading options, conducted a portfolio mapping session with the executive team, and coached the team in agile frameworks and the use of learning plans.

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• Industry trends and forces

• Concept development and prioritization

• Business cases

• Implementation roadmap

• Learning plans

A senior fitness provider with 13,000 partner locations wanted new differentiators to improve engagement and retention.

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Our team developed a deep understanding of senior fitness needs from client, gym, and participant perspectives for a company through a combination of quantitative and qualitative research, including over 70 interviews across regions and stakeholder groups. We synthesized insights to generate personas and journey maps. We developed a strategy roadmap, identifying business opportunities around the customer experience, retention, and new revenue models, for near-, mid-, and long-term planning.

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• Competitive market research

• Interviews and observations

• Personas and journey maps

• Revenue and retention models

• Strategy roadmap