Discovered unmet human needs. Ethnographic research, including participant observation, interviews, and photo ethnography, uncovered customers ”unspoken“ jobs to be done—and opened the door to industry leading innovations.
Designed with stakeholders. Facilitated innovation workshops with diverse client stakeholders to imagine and co-design new approaches.
Modeled the innovation process. Introduced the language and methods of service innovation, and informed ongoing experience design efforts.
Shifted corporate perceptions. Helped change internal client perceptions of the customer insights team, from collecting information to providing the inspiration and insight necessary to keep Meijer competitive.