While digital channels have profoundly changed the way we do business, they have also made consumers more aware of what their needs, wants and aspirations are, and the kind of personalized services they should expect. This has shifted the balance in favor of the consumer. No longer will the product-centered push strategy work.
In this era of technology change, driven by the convergence of social, mobile, and cloud technologies, every enterprise must re-examine its future strategy by creating an abstract model of their business, understand the inherent risks posed by ‘newcomers’ and opportunities, by deep diving into its customer’s mind to understand their expectations, or risk losing competitiveness. New roles such as chief digital officer and chief data officers are being created to increase focus on data monetization and understand customer behavior, through use of Design Thinking, an iterative human-centered approach to problem solving.
We, at Nihilent, understand this and therefore have been a strong proponent of Design Thinking. Our service offerings in Design Thinking include: Design Thinking introduction to CXOs, Workshop on Design Thinking, and Problem-solving projects.
Design Thinking Framework
Nihilent’s Holistic Design of Digital Innovation Framework – Overview
Our framework empowers and prepares our clients to apply design’s transformative capacity to tackle their biggest challenges, professional or social by:
- Contrasting between linear and non-linear approaches
- Distinguishing between incremental and radical innovation
- Combining convergent and divergent thinking
- Studying both macro and micro-interactions
- Using the psychology behind human-machine interface
- The real world versus the world of ideas
- The power of analysis, visualization and articulate design decisions, and
- Creating environments for innovation
The key differentiator and highlight in Nihilent’s solution framework is in its holism, as symbolized by the first stage which we call ‘Sense’. In contrast to a muted emphasis or a complete disregard to this aspect, our ‘Holistic Design for Digital Innovation’ model emphasizes achieving total awareness, or in other words, knowing all that can be known before we embark on the innovation and solutioning journey.
Nihilent’s Holistic Design of Digital Innovation Framework – Detailed View
Product Lifecycle – Development Framework
To create a culture of product innovation and create products that emotionally connect with the users, we have created a designer framework that uses Design Thinking Framework to deliver personalized and enthralling experience.
Product Lifecycle – Development Framework
While the process starts by first providing utilitarian functionalities, it then moves to ensuring these functionalities are easily and readily accessible to the users. Once these hygiene elements of interaction design are addressed, we work towards driving focus by adopting key aesthetics heuristics and finally work towards making these interactions pleasurable and meaningful. The key objective is to ensure emotional connect with the end customer.
User Experience Laboratory
Nihilent User Experience Laboratory is one of its kind and is designed to deep dive into the end customer’s mind to measure her needs, wants and aspirations using specially designed facility to get real insights in a non-intimidating or intrusive environment.
The facility includes simulation rooms to create real life business environment where customer goes through a realistic experience and is able to be measured on their non-verbal expressions. Besides having a direct insight into the thought process of a customer, we are able to collectively analyze the inputs from numerous interactions and arrive at a prioritized list of requirements.
The Lab is also equipped with a number of software and hardware tools that are able to calibrate the customer’s interaction experience with the prototype and continually improve experience by iteration.
In the backdrop of the VUCA (Volatility, Uncertainty, Complexity and Ambiguity) world, we asked the question – “What ensures loyalty”!. Our curiosity led us to create a powerful market sensing framework, our proprietary 14Signals. The framework helps us understand customer value by studying 8 value signals and 6 cost signals, across both the tangible and the intangible spectrum. By studying customer value at an expectation stage, pre-purchase, and at an experiential stage, post-purchase, the model helps us understand loyalty in a tangible way, in the form an index, the Predictive Loyalty Index.
When measured over a period of time, the tracker helps us predict customer loyalty. We have successful case studies of the 14Signals model implementations for banks, telecom, automotive sector companies and governments among others.
Digital Skills, Culture and Leadership Creation Services
The implementation of the above technologies is supported by creating capabilities in people, digital skills, culture and leadership. We assist our clients in developing an innovative, collaborative and efficient workforce for leveraging digital technologies. We also help in executing strategies for reaching out and recruiting, identifying and provisioning of need-based training, to manage employee performance and productivity.
Video of UXP Lab
Take a tour of our state-of-the-art user experience lab located at our global HQ.
Title in quotes: “LC’s session was very informative” Graham Bentley, MD, Paracon
Title in quotes: “As LC rightly says, we need to begin with the end in mind” Jithoo Daya, BI Consultant