Lens Lab is our process of 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 analytics to activation, we help you create not just buy-in, but all-in.
THE FOUR PHASES OF LENS LAB
- analytics + insights
- visioning + engagement
- strategy + design
- activation + evaluation
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.
Embed, identify performance indicators, empower staff
We begin by engaging key stakeholders and frontline staff in visioning workshops that help identify internal and external goals, and the barriers keeping you from achieving them.
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.