Customer Experience & Innovation Strategy

We are at the beginning of a new age of technology and entrepreneurship revolution. Challenger brands are disrupting the empire of large established brands, while artificial intelligence and the internet-connected world at large are changing the way we interact and do business. ‘Millennials’ as a mindset is providing a new vocabulary to the consumer/customer voice. This is leading to the melting of the digital and physical borders with ‘Transactions’ vanishing and ‘Experience’ walking in. This demands a future-forward business strategy.

Integrative Thinking through ‘Renaissance Mind’

In order to develop a coherent strategy, a business has two choices, take control of the company’s direction, or react to forces beyond its control. 

Clearly, taking control is the better choice, and the way to do it is through integrative thinking. Turian Labs has developed ’Renaissance-mind’ framework, which is a holistic approach combining the brand vision, customer empathy and future megatrends. This makes the solution future proof and inclusive. We join forces with our clients to design a human-centric and future-robust business models using Design Thinking and Megatrends studies (Kedging Technique). We adopt an experimental and collaborative approach to redesign and reinvent their processes and build a model which helps them sustain the disruptive environment.

This framework becomes the starting point when it comes to designing/enhancing a new/existing product, service or experience. It consists of three key questions and it helps businesses triangulate the desired outcome:

• What does the business mean in the current scenario? 

• What is the emerging scenario? 

• What should the business mean in the emerging scenario? 

Defining the future-forward problems

There is a whole new breed of problems which are ambiguous and complex, aka wicked problems. There is a need to look at these problems from a multi-dimensional perspective and magnify the various interdependent variables at play. Since these elements are often incomplete and difficult to define, solving them requires a deep awareness of the multiple stakeholders involved. This is where the Human-Centered Design (Thinking) enables us to deal with these problems in a non-linear and iterative way.

• It helps in producing a coherent vision out of the chaotic and unassuming problems 

• It helps in incorporating different perspectives and helps to establish a clear interpretation of the problem 

• It offers many means to use the process of problem-solving without any pre-conceived bias

• It provides order in chaos without dictating concrete steps 

The Problems we solve for our Clients

• Identify high-potential opportunities through deep empathic insights into customer Jobs To Be Done

• Conceive and design new customer solutions, products and business models 

• Prototype and pilot new ventures, with an emphasis on “‘test and learn’ to minimize risks 

• Minimize uncertainty through future-forward strategy

We offer following services in your Customer Experience enhancement and Innovation Strategy roadmap crafting:

• PRODUCT VALIDATION SPRINTS

• FOUNDATIONAL USER RESEARCH

• PRODUCT MARKET/FIT RESEARCH

• INDIA ENTRY STRATEGY FOR GLOBAL BRANDS

• BRAND POSITIONING RESEARCH & STRATEGY

• EARLY PRODUCT VALIDATION

• SERVICE DESIGN

• IMMERSION TOURS

• BRAND ENVISIONING

• BRAND SEMIOTICS RESEARCH

EVERY YEAR WE INTERACT WITH MORE THAN 1000 CONSUMERS & 100 INFLUENCERS ACROSS 5 COUNTRIES FOR IN-DEPTH ETHNOGRAPHIC RESEARCH TO BUILD BUSINESS INSIGHTS

Glimpses of our Design Thinking led Innovation

Design Thinking Cases by Turian labs