Many of Wiggle-CRC’s employees are avid sports enthusiasts, making them the perfect experts to create and shape the ideas needed to improve the customer experience and build stronger, loyal relationships.
ID2 took them beyond the basic transactional process, to create a focus on the customer. It helped develop ideas for new ways to improve the customer experience and create technologies that would inspire and deliver the ‘joy of sport’.
Customer personas helped kick-start the creative process. Brainstorming sessions then enabled Wiggles experts to find new ways to add value to their customers’ active lives. And, unusual combinations of visual images, helped Wiggle-CRC’s team develop innovative futuristic thinking.
The results were clear. Rapid progress was made – within two weeks, initial paper and digital prototypes for four mobile applications. By the end of three weeks, customer feedback had been obtained and used to improve the initial ideas and develop working models.
By the end of a concentrated four-week process, Wiggle-CRC had the MVP specification for the apps, as well as a clear roadmap for the future.
“We would never have believed we could deliver so much in such a short time. Searchlight’s ID2 has accelerated our thinking, giving us the ability to deliver innovative engagement solutions for our customers, and we’ve even had fun along the way,” says the CIO of Wiggle-CRC.
Wiggle-CRC know they must adapt as they learn from their customers – the process will be iterative, and data must underpin their decisions. A series of simple KPIs have been agreed against which they will measure success.