Design Thinking

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

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.