Aligning around the customer
A mix of ethnography, interviews and desktop research helped uncover points of friction in the customer journey. The focus on caring for the child meant that parents - the paying customers - were not getting the information, insights and relationships they needed to feel comfortable as their child grew and teachers changed. We created a set of Experience Principles to guide ideation and decision-making.
Dimensionalizing the value of a relationship
KinderCare's function is a local provider of childcare and early childhood education. But research indicated there was an opportunity to provide more value and meaning to the parent and earn a new role in the lives of its customers.
We developed a "network empathy map" to help identify the explicit and implicit promises between the key actors in service delivery. This helped identify the context of interactions and uncover causes of friction and opportunities to deliver on the organization's brand values and expertise.
Quantify the value, connect the organization
To make these relationships visible across the organization we defined five dimensions that they could be measured by. These measures connect across organizational KPIs and siloes.
Relationships are how we teach, learn & grow
Inspiring the storytellers
Design sprints and user testing drove us toward a clear and compelling vision for a customer experience that aligned customer needs with the organization's values. This video was created to articulate the vision.
Leading change in a siloed organization required empowering leaders to take ownership of the vision and become advocates and storytellers. The video does not have a voice-over, rather we worked with each clie empowered the client to describe the function, value and meaning that a new experience could deliver. This gave them the role of storyteller and ensured a deeper level of ownership and commitment to the vision.
Leading change in a siloed organization required empowering leaders to take ownership of the vision and become advocates and storytellers. The video does not have a voice-over, rather we worked with each clie empowered the client to describe the function, value and meaning that a new experience could deliver. This gave them the role of storyteller and ensured a deeper level of ownership and commitment to the vision.
Transformation Roadmap
With the organization aligned around the vision, we facilitated discovery across the technology, education, brand stakeholders.
Central to strengthening connections across to organization and with the customer, was
