The Ask: Create a 5 year innovation roadmap for a global organization’s digital transformation initiative.

The Challenge: 3 newly merged organizations now trying to operate as one, needing a unified view of their global customers.

Methodology: Primary contextual inquiry, digital diaries, surveys, workshop & ideation facilitation.

Outputs: Customer Archetypes, Audience Journeys

Impact: Created a shared understanding of their customer that was embraced at a global, enterprise level, as well as at the local regional level. By unifying and simplifying how the company thought about their customers, this became their user-centered north star for their digital transformation journey.

More detail coming soon!