Elevate quality to a culture of excellence to drive service innovation
project context
A manufacturer of bath products aimed to inspire future innovations in the digital shower industry. They sought a comprehensive understanding of the entire user journey, from discovery and purchase to usage and repair. Their goal was to explore the various nuances, styles, motivations, frustrations, and aspirations that users experience throughout this journey.
Client challenge
How might we inspire the development of the next generation product by understanding users' diverse motivations, drivers, and preferences across different lifestyles, life stages, and levels of tech savviness?
Project Scope
Type of Engagement
Foundational Research
Time-frame
8 weeks
50 hrs
Secondary Research
20 hrs
Expert Interviews
-
Customer Interviews
Leadership Interviews
Internal Leadership Survey
Pre-work Activity
Co-creation Workshop -
Khoj Lab Team
Senior Design Strategist
Senior Design ResearcherClient Team
Executive Director
New Product Development
Senior Manager -
Design Methods Used:
Customer Profiles
Customer Journey Mapping
Excellence Case Studies
Prioritization Matrix
Service BlueprintResearch Methods:
Virtual Expert Interviews
Leadership InterviewsCommunication Methods Used:
Video Storytelling
Diagrams & Visualizations
Virtual Presentation -
Qualitative Research
Survey
Cocreation Workshop Design
Workshop Facilitation
Desk Research
client testimonial
“We engaged Khoj Lab to bring structure and design thinking into a highly complex innovation project. What immediately impressed me was the ability to engage stakeholders and a diverse group of internal and external experts right at the beginning of the project to gain full alignment. We were able to make huge strides in a short amount of time, delivering results we would not have been able to achieve without Khoj Lab’s guidance and expertise.”
KHOJLAB APPROACH
Used reframe and service blueprinting to map the future customer journey.
Creating quality excellence services for organizations first required us to re-frame what quality could achieve beyond just applying quality management tools as an enabler for establishing a culture of excellence.
Using a human-centered approach helped the client understand the steps in the customer’s journey that would make quality implementation at the organizational level a positive experience. Khoj Lab interviewed internal stakeholders and external experts to extract existing knowledge while conducting secondary research on the impact of quality in organizations. The data was organized, synthesized, and brought into co-creation workshops where we mapped out their customers’ desired service journey.
IMPACT/OUTCOME
Co-creation and conceptualizing a new service offering.
Through expert interviews and a co-creation workshop, Khoj Lab assisted the client in clearly articulating the steps in a customer organization’s journey to excellence. In addition, to define this new offering, we identified gaps in the company’s capabilities that were crucial to the new service offering and recommended a partnership with an external benchmarking organization.
