Situation — Digital Transformation and Change
This technology and commercial real estate company needed to better understand the customer experience in order to kick-start the digital transformation and change across their commercial real estate division as part of an ambitious growth strategy to transform how commercial real estate is bought and sold.
Complications
Approach
In collaboration with their digital transformation office, we created a strategy to actively involve and engage employees at all levels to understand the customer journey and redesign the customer experience. Over the course of six weeks we engaged the entire organization to help map the customer experience, identify the areas of opportunity, and jump start new solutions.
Results
What began as an ambitious challenge turned into an energetic activation of the bright minds across the company. With the help of hundreds of people, the organization was able to gain a deep understanding of the customer experience and a set of exciting solutions for the future.
The discovery sprints and design pop-up labs gave the leadership team the confidence and understanding needed to accelerate the digital transformation and create value in unexpected ways across the entire customer experience.
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