Case Studies

How can a product-centric company innovate around its customers?

Over the course of 6 months, Luminary Labs worked hand-in-hand with one of the world’s largest health care companies to develop a strategy, framework, and criteria for customer-centric service innovation.

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 developed a scalable, repeatable process for identifying unmet needs that map to viable new business development opportunities.


Foundational Strategy
  • Landscape analysis
  • Organizational analysis to identify strengths
  • Open innovation roadmap
  • Portfolio strategy

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