Business Outcomes

today’s focus is on creating new value for customers (in addition to more profit)

When things change suddenly and immensely (e.g. coronavirus), what people want and what they demand from the businesses that serve them switches up. The most successful companies are the ones that can adapt the quickest to deliver new value to their clients in new ways.

It’s up to each firm’s leadership team to recognize that ‘the same old way‘ will only lead to ‘the same old outcomes.’ Leaders must decide to repair, replace, or reinvent their capabilities and their brands. Aiming that change at what their customers and clients want most is smart.

Creating is the way we think.

We also use design thinking to deliver these high-priority outcomes at the same time:

MORE EFFICIENT PROCESSES

Your customers don't think in departments or silos. They expect a single, on-brand experience. We help you organize around customer's jobs to be done so you're not wasting time, effort, or money on things that don't matter.

A BETTER EXPERIENCE

No matter how hard you try, or how much you spend, your brand can't be any better than what your customers experience. We help you find what customers want most so that you deliver that time after time.

HIGHER SALES

Improvements in sales come efficiencies in the selling process and from adding value for the customer. We help you balance your focus on both. So customers notice the value you offer, don't feel inclined to shop elsewhere, and bring you referrals for new business.

REDUCED COSTS

Design thinking lets us help you find ways to lower the cost of deliver of a product or service while maintaining margins. Knowing sooner what customers want (anticipating their needs, for example) lets you serve better at lower cost.

Introducing a Future Story makes it more likely for front-line teams to listen in, lean in, and  commit themselves to making the necessary changes.

“The true measure of a business comes from its ability to deliver the outcomes its clients care about most. When outcomes are delivered, value is created. After that, money is made.”

The following stories show how a Future Story was used to:
(All images come from real projects, and are used with permission.)

1999

McDonald’s

Customers of this fast-food giant wanted things even faster, so we developed directional concepts for a digital drive-thru. Recommendations included multi-line service, clear bags, and image-based communications. McDonald’s finally opened their digital drive-thru concept nationwide in the US in 2018.

 
1999

1999

Wingate

Before it opened its first set of doors, Wingate knew it wanted to compete on a better tech-based guest experience. Our team (then at IBM) envisioned the future-state experience in a short video that gave everyone a peek at their role in what’s to come. This pre-construction, simulated video experience won widespread press attention and saved the company over $1 million in CapEx costs.

1999

2000

IBM

Using Experience Design and Adaptive Business Design tools, our team (then at IBM) helped introduce a market-leading Innovation Center to make complex sales easier. It worked. Close rates went from 25% in the field to 75% in the Centers. So, IBM expanded the concepts to four additional continents.

 
2000

2007

iPay

This start-up bill-pay provider for community banks got a huge bottom-line impact. Using Adaptive Business Design and Employee Experience, it won top-flight talent for its leadership team from much larger markets. Upon exit, iPay was Kentucky’s largest private company deal.

2007

2010

Piedmont Healthcare

What started as a typical access-to-care project became an Innovation Accelerator. Improved patient/caregiver experiences helped the hospital system earn more from elective procedures and fund needed initiatives in basic care.

  
2010

2013

Transitions Optical

We helped this B2B optical manufacturer enter retail with a leading-edge Store of the Future strategy based on customer experience and incorporating advanced tech. The store was designed to also serve as a training center, broadcast platform, and test store.

2013

2016

Telus

We helped one of Canada’s largest Telcos extend their experience/story framework and designed and facilitated a 5-country teleconference. The TELUS team explored journey maps, adaptive business design, and other tools to help them transform not only the experience, but the underlying capabilities that deliver it.


 

2016

2019

HiFi Buys

We helped a retail founder transition his specialized audiophile brand into a destination-quality mainstream store. Sales doubled over the previous location thanks to a customer-centric experience.

 
2019

2019

Chick-fil-A

Innovation is now as important to this QSR brand as its hospitality origins. We helped the company envision its future drive-thru experience with live actors. Our recommendations helped improve both the drive-thru experience as well as the innovation process itself.

  
2019

When a business is set up, on purpose and by design, to be best at what its customers want most, everyone wins. 

Storyminers is often asked to help leaders create and introduce their first-of-a-kind, game-changing assignments. Why? Because our unique mix of strategy, story, experience design, and technology gives them the ability to envision their desired future state faster–so they can go further.

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