The Context

One issue common to most IDCs is that their geographical separation almost forces a lack of Customer Centricity. Given this context we set out to understand the various systemic issues and how they might be addressed so as to drive customer centricity and in turn business growth.

Our process

We started out with a deep diagnosis to understand the mindsets of the various functions at the IDC, including ferreting out the distinctions between tenured folks and more recent hires. So as to be able to get to deep-rooted problems and to understand interpersonal dynamics, we used a card sorting tool to get folks to build out their ecosystem of relationships at work.

WHAT WE FOUND

key issues to be addressed - A Co-creation session

Having identified the various issues ailing this IDC, we realised that alignment across the leadership and key team members was critical if the said issues were to be addressed. With this in mind, we got into a co-creation with the leadership and their direct reportees, to arrive at how we might address the various issues ailing their operation.

Next Steps

These solutions are now to be rolled out in a phased manner within the IDC.

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The Context

Our sponsor felt the urgency to demonstrate business growth from the India location and also build capability to ensure they stay relevant in a rapidly evolving market. To go from valuable to invaluable.

Our process

Pensaar Design worked closely with the core team starting with stakeholder research to identify strengths and weaknesses using the Innovation Signature. We used this to help the team map out their innovation charter and ultimately an org wide vision that would resonate with every employee. 

DESIGN THINKING TO ARRIVE AT A CLEARLY ARTICULATED VISION & INNOVATION CHARTER

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CONTEXT

The online food ordering and delivery business was seeing a spurt in growth, where the constant influx of competitors push brands to always relook at their offerings, business model & service levels, with the objectives of customer retention & acquisition. The need of the hour was an intervention that could provide a much needed to fillip to the plateauing business.

OUR PROCESS

Pensaar Design carried out in-depth qualitative research across the brand’s ecosystem as well as the delivery ecosystem to dig deep and uncover customer expectations, product-service gaps, service and delivery issues, as well as reasons for product abandonment. 

inferences

understanding service ecosystem

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CONTEXT

Our clients came to us to help grow their leadership bench strength. To use design thinking to help them better understand their teams, work through influence and be more effective leaders.

Our Process

Pensaar Design coaches a group of leaders who have individual objectives but shared the same goal - to grow to be an effective leader. We conducted internal stakeholder interviews understood our leaders and how they worked with their teams. Took them through a bootcamp to understand design thinking and apply it in their context. We followed up with 1:1 coaching to measure & refine their leadership skills.

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