A new and creative solution (product/ service/ technology/ digital etc) is deemed to be an innovation when it creates value for the customer and the organization. Value creation for the customer will lead to significant adoption and hence revenue for the business.
Several organizations realize this and are designing solutions which are customer centric. However, more often than not this effort does not result in the customer experience enhancement that was envisaged. Many believe that digitalization of customer journey using best available technology (solutions offered by ever mushrooming start-ups) is the mantra for success. But, there have been cases where large dollar spends on digitalization projects have not had significant impact on customer experience. In fact, projects had to be taken post digitization on how to improve adoption & usage of these digital solutions!! Double whammy!
So, what’s missing even when organizations are mapping customer journeys and investing in digital & technology solutions? There are several reasons for the sub-optimal outcomes. Some of these are –
Innovate & Transform Customer Experience!
Transforming customer experience and increasing adoption of solutions (product/service/ at interactions) offered requires designing (or redesigning) solutions and offerings based on “underserved needs of the customers”. Design/ redesign solution to solve for functional as well as emotional jobs-to-be-done! This is what we call “inclusive-by-design”.
BMGI Research – Inclusive-by-Design
Women’s requirements from a car:
BMGI research uncovers “underserved needs” of women drivers!
BMGIs Value Proposition
Deliverables: We work with organizations to deliver the following:
Our approach consists of the following steps:”
CLIENT IMPACT
Our clients have achieved tangible outcomes from their innovation efforts. Some examples of our work…
