We’ve been working with Celsia since 2016 to define its future vision and found its innovation lab. But Celsia knew innovation doesn’t come from one project, but a whole culture. To take the next step on its vision roadmap, Celsia needed to help all its employees be more collaborative, innovative, and empathetic to customer needs. To change Celsia’s culture from its core, we needed employees to see their customers’ experience with their own eyes, and get hands-on with design thinking, methods and tools. Together we went to customers’ homes, interviewed stakeholders, and shadowed technicians out in the field.
We used the insights from our research to create two new services, working in mixed teams of design, tech and energy experts. The first concept manages repairs, maintenance, and energy outages, where Celsia communicates with customers on their terms – not the other way around. The second service opens up a new line of business for Celsia to sell appliances, with a digital and marketing strategy centered around customers. We created a service blueprint and prototype for both, together with a technological assessment and roadmap for implementation.
This kind of project could take two years in a large organization like Celsia. In just three months, Designit and Wipro Digital created two new services that will add a lot of value to our customers. This has proved the value of innovation internally – and shown us that we can be agile. Claudia Ines Salazar, VP Human Resources and Administration
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