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Driving digital transformation one touch at a time

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Driving digital transformation one touch at a time


Experientia gathered expert insights and voice of customer insights about intelligent self-service applications to create coherent storytelling for 3M clients and to provide compelling choices through predictive, engaging and learning touchpoints.

We conducted a global benchmark research and interviews with industry experts to understand trends, changing paradigms and crucial concepts around intelligent self-service and created a B2B sales tool prototype: the innovation playbook that communicates the research outcomes.

3 things to know

  1. Global research Our benchmark focused extensively on Europe, US, China and Japan while industry experts joined our research from 5 different countries, bringing insights from all around the world.

  2. Driving digital transformation Design principles modelled empathic, people-centric frameworks for developing self-service experiences.

  3. Innovation playbook in action Future scenarios illustrate fast, intuitive, hassle-free experiences to end users who expect beauty and usability, familiarity and seamless connections.

Understand: Experientia collected best practices and global innovative examples of self-service UX/UI systems, extracting relevant themes and trends. We interviewed 10 experts in architecture, design, food & beverage to gather first hand knowledge on how customer experiences are fueling innovation in the segment.

Deliverables: benchmark reports, interview transcripts

Model: Experientia prioritized interview insights using affinity mapping and constructed near-future scenarios analyzing different factors affecting UX. Ideation sessions generated new ideas to redefine how brands engage customers with intelligent self-service applications.

Deliverables: expert interview insights, 50 ideas, scenarios

Design: Experientia designed a self service innovation playbook documenting research insights, design principles and scenarios to be used as a B2B sales tool to engage clients. The innovation playbook comes in a box containing the insights booklet, 
idea cards and impact map for co-creation, to aid collaborative design making.

Deliverables: innovation playbook (B2B sales tool)

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