Omnichannel Showroom Experience
A showroom-based home-improvement company had acquired an e-commerce company and intended to leverage shared capabilities.
Our goal was to help the companies envision how their people and capabilities could be united to create a future omni-channel future in which they win the project-minded customer.
Industry: Home Improvement
Type: Acquisition - B2C
Project Type: Ethnographic research, North Star Vision, MVS definition
Horizon line: Vision + Near Term experiments
Teaming: 2 Harmonic service designers + 1 Intern. Towards the end one client service designer was onboarded to take the work forward.
Role: Service designer
Key activities
Harmonic conducted intercepts, sit-alongs, and service safaris to document the current state experience of customers and design consultants. We explored journey options for project-minded customers. We facilitated a week-long workshop with the two companies and startup partners to define a North Star vision and prioritize a minimum viable service to prototype. Some frameworks and modeling techniques included service blueprinting, ecosystem maps, and service origami.
Ethnographic Research:
Stakeholder interviews (both brands)
Service safaris
Consultant interviews
Customer Journey Model and Service Ecosystem:
Customer Journey Model
Current State Blueprint
Ecosystem Map
Vision Workshop:
Build Alignment to guide the initiative
Introduction to service design
Unification Intent
Jobs, pains, gains - Pro, Attached, or Unattached Customers
Surface Big Rocks
Idea Generation + North Star Storyboarding
Model the Minimum Viable Service
Service Origami
Blueprinting the MVS
Outcomes:
We worked closely with client partners to produce a document of the two pilot services, and to blueprint all four scenarios.
Collaborators from each of the two brands used the blueprints to identify what decisions would need to be made and the work to be done to launch the pilots.
The client then successfully launched one of the pilots and even generated some revenue.
The client continues to be a strong partner of Harmonic.
Work Snapshots
Rapid research consisted of stakeholder interviews, service safaris, shadowing consultants, and some customer interviews.
The research was synthesized and used to create tools to help understand the current state journey and service ecosystem across both brands. We also used this information to develop a current state service blueprint. All of these served as priming tools in the vision workshop.
The in-person workshop was designed to create alignment across the two brands and their future, to envision future omnichannel service, and define minimum viable service opportunities.
Ideation
Storyboarding
Service Origami + Blueprinting
The defined MVSs blueprinted were refined and documented. Refined storyboards were created to communicate the envisioned omni-channel experience.
