Companies that deliver meaningful experiences – not just functional ones – are rewarded with increased loyalty, competitive advantage, and ultimately more profit. Without meaning, there’s no relationship valued by customers.
In today’s highly competitive and ever-changing world though, it’s not enough to create a great customer experience. To win in this climate, you must anticipate the experiences people will want tomorrow, then evolve your offerings to meet those needs.
Chrysler recognized that in order to stay relevant in the rapidly changing automotive landscape they would need to understand the likely transportation options people would want in urban locations in the year 2025. Developing this perspective called for a sense of the evolving experiences people will seek from travel as the economic and social contexts of their lives evolve.
From traveling with people in six cities around the world (from Toronto to Bogotá) we learned the experiences people will desire are likely to change quite drastically. Based on this work, Chrysler created design groups to spearhead new offerings and is creating a vehicle prototype to address the needs of future urban travelers.
Retail / Apparel
Carhartt, a highly successful, 126 year-old family-owned workwear company, knew that the future of the brand lay in understanding the needs of a couple of key consumer groups. Scansion worked closely with Carhartt to gain empathy for what consumers really need, and how to develop meaningful experiences for them across marketing, channels, and products and services.
Through ethnographic research including game nights, shop-alongs, and work-site visits, we identified pain points, opportunities, and the experiences consumers ultimately desire. Comprehensive Experience Waveline maps and design principles guided us in creating new product, marketing, and channel concepts.
Product / Service /
Brand Strategy / Design Principles
Cardtronics, a leading owner of ATMs worldwide, had historically focused on deepening relationships with its strategic partners – the big retailers who wanted to offer their customers an easy way to access cash. As ATMs in such locations became ubiquitous, company leadership concluded that they needed to know more about the end-users of the machines. Scansion has collaborated with the Cardtronics executive team on a number of high-profile projects, including identifying and creating key target customer personas and in-store marketing programs and mobile product strategies.
The result has been a sea-change in the ability of the company to deliver an ever-widening range of valued services and experiences, positioning the company as an innovator to watch in marketing services as well as its traditional offerings.
Distracted by traditional metrics and mounting access to data, leaders are blinded to what it actually takes to create greater value for their businesses: meaningful, long-term relationships with their customers. In Blind Spot, you'll learn how exceptional organizations—from Disney to Instagram—innovate and sustain valuable, productive customer relationships. Blind Spot's lessons deliver a groundbreaking perspective shift and win-win approach for your customers, your business — and even your shareholders.
We collect a wide array of data and analyze it to identify where consumer needs, mindsets, technology, and more are likely headed.
We spend time with people in the context of their own lives, whether it be at home, work, or while shopping, through observation and in-depth interviews.
We create custom fields trips and collaborative workshops for executives and teams to learn from amazing experiences that already exist and how executed.
We bring customers to life for the whole organization through dynamic and evolving personas presented in a variety of formats and multimedia.
We take customer journey maps to the next level — we visualize not only existing touchpoints, but where the opportunities are to create meaningful experiences.
Turning an idea into reality is often the hardest part of innovation. We facilitate immersions and workshops to translate opportunities into ideas, and ideas into real products and services.
We create actionable design principles that thoughtfully structure and inform how to best build the opportunities you’ve discovered, so that you can maximize their value for your customers.
We identify new opportunities for growth based on customer needs, market insights, and organizational strengths.
Your brand is the lens through which all company decisions are made. We’ll work with you to define brand values, personality, attributes, and experiences that support and elevate your company’s current and future vision.
We explore multiple possible futures to create a strategic plan that will alter based on the realities of a dynamic world.
We conduct rapid prototyping to explore feedback from customers on product and service prototypes in an iterative, lean process.
We identify all of the actions that need to happen "backstage" to enable meaningful experiences so an implementation plan can be created.
We work closely with companies to create unique immersive experiences to build up the team's internal capabilities to effectively lead innovation execution.
We conduct a thorough business analysis of the most promising innovation concepts. Frameworks include business analytics, competitive analysis, and market positioning.
We’ve had the privilege of working with many of the world’s most intriguing and successful companies, both small and large. How? Because we’re agile and curious. We know how to collaborate with you to discover opportunities and built results fast. And with experience in a variety of industries, we are constantly learning about the best ways to do truly innovative work.
Bay Area Discovery Museum
California Academy of Sciences
de Young Museum
Golden Gate National Parks
Oakland Museum of California
San Francisco Symphony
The Presidio Trust
US Marine Corps