Customer Experience at industry

Design Thinking adapted to industrial sector.

BlogCustomer Experience at industry. Design Thinking adapted to industrial sector.
The following case refers to a Spanish multinational dedicated to the design, development, manufacture, and distribution of complete solutions of high-quality bearings for the automotive market.

The company is a leading institution in the industry, but it wanted to go a step further and introduce the Design Thinking philosophy to create proposals that help improve the experience of its customers and create memorable moments with their products and services.

Our challenges were:

How could we introduce the Customer Experience culture in an industrial company?

How could we show the value of this philosophy when it comes to generating new products and services?

To see the usefulness of the methodology and cause an impact on their day to day, beyond training, we made a specific plan adapted to its nature as an industrial company.

A brief introduction was made about Design Thinking so that they could see the tools that exist. All this information collected in the Designpedia, give them a global picture of all existing techniques.

However, to really motivate them and make the classes more participatory, we conducted a session to understand the current problems at the customer experience level. It helped to define concrete strategic challenges at once and get motivation to solve it.

Whatever is the type of project, this part is one of the most important ones. In the beginning, we can understand the limitations and resources of the company, as well as the concerns. All this information will help us to define the design challenge and focus so that the whole team starts from the same point.

Being an industrial company, they need a lot of order. Their mentality is scientific and pragmatic. Therefore, in the following phases, we developed a Design Thinking adapted to its nature to instrumentalize a process of generation and construction of ideas in an agile and iterative manner.

For example, the Storyboard helped us land the concepts during the prototyping sessions. This tool provides a visualization of the first ideas and facilitates showing them to their potential clients. By doing so, we collected very useful initial feedback on service development.

After the workshop sessions, we created a prototyping practice so they could quickly test any concept. One of the ideas we developed together was a new shopping experience for the mechanics, who identified the following problem: they lost a lot of time when requesting a piece whose name they did not know. Do you know any other industry that suffers the same pain?

Discover other projects related to industry and technology on our website.

Published at 22/03/2018

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