Lens Lab is our process of embedding, experimenting, and designing new experiences. In Lens Lab, we deconstruct and reconstruct interactions, systems, and resources to improve the customer and staff experience. We tailor each session to address the needs and goals of your project. From discovery to launch and beyond, we’ll work with you to build not just buy-in, but all in.
THERE ARE FIVE PHASES OF LENS LAB
Embed, Identify Performance Indicators, Empower Staff
We begin by engaging frontline staff in a visioning workshop that helps identify internal and external goals, and the barriers keeping you from achieving them.
Measure Impact of Barriers, Uncover Root Causes, Establish Targets
We examine the systems, processes, and cultural barriers that shape experiences. We evaluate the impact on competitive growth and performance improvement, and recommend a series of meaningful objectives.
Map the Experience, Pilot Ideas, Evaluate Interventions
We work with frontline staff to brainstorm, evaluate, simulate, and test new ideas on the floor.
Generate Momentum, Develop Metric Tools, Build Capabilities
We establish a user-friendly rollout and adoption plan. We develop tools and systems to measure progress.
Communicate Data, Design Feedback Channels, Share Insights
We implement a framework for ongoing improvement, including methods to attract feedback from customers and staff. We design meaningful ways to share progress and metrics.