How can a product-centric company innovate around its customers? |
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| Change Management, Health Care & Pharmaceuticals, Innovation, Strategy, Transformation | |
Over the course of 6 months, Luminary Labs worked hand-in-hand with one of the world’s largest health care companies to architect a scalable, repeatable innovation process rooted in customer needs.
In 2009, one of the world’s largest healthcare companies asked its employees to move towards a customer-centric approach. Yet while the words “customer-centric” easily flowed from mouths, few behaviors actually changed.
It was determined that to act differently, the company needed to think differently. Luminary Labs was asked to help drive this business transformation exercise, identifying and working with multiple external partners.
Over the course of 6 months, Luminary Labs worked hand-in-hand with the company, to develop a scalable, repeatable process for segmenting customers based on unmet need states of a beta audience, with the end goal of shepherding new business development opportunities.
The company is currently moving the strongest concepts forward, and seeks to replicate this process in the near term.
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