Portfolio

Improving Customer Experience

Improving Customer Experience

Innovator was approached to help increase customer satisfaction and increase front-line staff effectiveness and efficiency. We designed a 360 experience mapping exercise including a member survey, customer interviews, mystery shopping, staff interviews, time and motion studies, and a all hands Customer Experience Mapping workshop. Our recommendations led to a 75% reduction in customer complaints and an increase in per-customer spend.

Singapore, 2016

Innovation Summits for Revenue Growth

Innovation Summits for Revenue Growth

We were approached to help Ecocycle engage their team on finding ways to double revenues in the next 3 years. We designed a 2 day Innovation Event focused on aligning the entire team of SCCC's Ecocycle Decision behind the ambitious target. Our focus was on shifting the conversation from "Can it be done?" to "How can we do it?". We managed to help the team generate over 20+ early win, executable project ideas with over $330k projected revenue for the first year.

Saraburi & Bangkok, 2015 & 2016

Product Roadmapping Workshop

Product Roadmapping Workshop

We were engaged to support a fast-growing Singapore startup in building a 12-month development roadmap for its product. The project involved aligning multiple stakeholders from business and engineering, prioritizing activities in the context of resource constraints, surfacing resource needs, and escalating commitment towards ambitious targets.

Singapore, 2016  

Scaling Recruitment Through Automated Matching

Scaling Recruitment Through Automated Matching

We were asked to support a start-up team in creating a scalable matching model for internship recommendations. Our team worked on designing the matching algorithms, factoring expert inputs, calibrating the model, and coordinating its implementation in production. The model successfully supported the launch and generated three times more engagement than the previous solution showed on focus group tests. This is one of our favourite left-brained decision science projects.

Singapore & Stockholm, 2015  

Value Proposition Revamp

Value Proposition Revamp

We were tasked to help an NGO re-vitalize its vision and value proposition, and align key stakeholders behind it. Our team was able to uncover a number of projects and activities that were currently being ran as pet projects, consuming resources from the organization without contributing towards what the shared vision and objectives of its team were. We provided suggestions for an improved vision formulation, organizational structure, project priorities and measurable performance indicators to keep track on success.

Project Portfolio Management Decision Support

Project Portfolio Management Decision Support

Our team was tasked to create a Management Flight Simulator that would help the Dutch Waterboard's management to explore the implications of project scheduling and resource allocation practices on project performance and budget overrun. During the intervention, we discovered numerous opportunities for performance improvement by providing early information feedback and having more agile resource allocation practices.

Amsterdam, 2013

Digital Transformation

Digital Transformation

Digital Transformation, or as a matter of fact - any transformation, is always a hot topic. Mostly because there are multiple varying opinions on what and how should be done. To ensure success, stakeholder alignment not only necessary - it is mandatory. In this project, we supported a large manufacturing firm assess and adopt digital communication channels forinternal and external stakeholders.