In-store CX experimentation
Challenge
Argos had introduced a digital browser (iPad) and had a lean resourcing model. Therefore, the team hypothesized that customers with enquiries were walking out without making a purchase.
Approach
We suggested adding a concierge button into the iPad, which customers could press to request assistance. However, doing so would be costly and time-consuming. Therefore, we purchased a set of off-the-shelf IoT enabled physical buttons and programmed them to send an SMS whenever pressed. We installed them and recorded how often customers pressed them as well as the reason for doing so.
Impact
The experiments proved there was significant demand for the button, and delivered a c10% sales uplift. Subsequently, it was integrated into the digital browser and rolled out to 800+ stores nationwide.
Lean Venturing in maritime supplies
Context
As the maritime supplies market was becoming commoditised, we developed a growth strategy based on creating an ecosystem of smart/connected products. Subsequently, we lead several venture team to bring innovations to market using lean methods rapidly.
Challenge
Ropes often snap unexpectedly due to tension which causes severe injuries and fatalities. As there’s no way to measure tension ropes, they have to be retired prematurely which leads to significant cost inefficiencies (large vessels require circa 21 ropes, and they costs $5,000+ each).
Approach
We created a series of MVPs (see images on the right) to validate there was demand and customers were willing to pay a premium for the solution. Crucially, we secured letters of intent before entering the costly production process.
Impact
The rope was launched in just six months and was a blockbuster success. It is now installed on thousands of vessels globally. Moreover, it has spurred on a wave of related innovation, such as ropes-as-a-service (a fixed price rope subscription service).
Practical Creativity
Prudential, a leading global financial services company, wanted their group HQ functions (Finance, HR, IT, Procurement, etc.) to be more creative in their everyday work.
The course was delivered several times and was consistently rated as ‘Excellent’. The impact was tracked via an intranet community page, and the course is credited with triggering dozens of new initiatives including a reverse mentoring programme (HR); the adoption of Viso dashboards (Finance); and a streamlined onboarding process for start-ups (IT).
Creative Problem Solving
Prudential, a leading global financial services company, wanted their group HQ functions (Finance, HR, IT, Procurement, etc.) to be more creative in their everyday work.
The course was delivered several times and was consistently rated as ‘Excellent’. The impact was tracked via an intranet community page, and the course is credited with triggering dozens of new initiatives including a reverse mentoring programme (HR); the adoption of Viso dashboards (Finance); and a streamlined onboarding process for start-ups (IT).
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