A brilliant solution to the wrong problem can be worse than no solution at all: solve the correct problem.
Don Norman
Strategic Charette
The work that builds an organization's permanent capacity to sustain the other two at scale.
Building an Enterprise Research & Design Capability — Genworth/CareScout
Genworth needed more than individual research projects to re-enter the long-term care insurance market — it needed a permanent capacity to understand customers and act on that understanding at scale. Here's what that took to build.
Capabilities Built: Enterprise VOC Strategy, Customer Intelligence, Behavioral Insights (Market Research, Behavioral Economics, Social Psychology), Human-Centered Design, Choice Architecture, User Experience Design, Service Design