Empowering the Voice of the Customer
Shifting customer expectations, increased competition, rapid technological advancements, and sweeping changes in regulations: just some of the factors shaping the face of your organization today. Lens helps you respond to these and other disruptions by reinventing critical elements of user experience. Our process, Lens Lab, combines a human-centered approach with key metrics to discover opportunities that build customer loyalty, improve team performance and recruit and retain exceptional talent.
Bottom-up InnovationTap a specialized network of in-house experts—your own employees and customers. Early and often, we directly engage the frontline teams responsible for the end-to-end quality of your customer experience.
Metrics and MovementsWe collect and analyze both quantitative utilization data and qualitative experience-based data capture the complex nature of a problem across space, time, operations, business, culture, and behavior.
Tactile PrototypingUncertainty is uncomfortable. Through prototypes, we preview how a change might feel. From live computer simulations to low-tech, hands-on games, we take new processes and experiences for a test drive with stakeholders.
Lens excels when stakeholder engagement and innovation are requirements to meet business objectives. Our projects typically include one or more of the following:
ANALYTICS + INSIGHTS
VISIONING + ENGAGEMENT
Design Thinking Programs
STRATEGY + DESIGN
Simulations + Prototypes
ACTIVATION + EVALUATION
ROI and Post-Occupancy Studies