People don’t buy products or services.
They buy experiences.

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.

Scansion’s approach to innovation uniquely focuses on the experiences people want now and next. Our incubation approach fully integrates all of the frameworks that are essential to successful innovation – trends, insights, business analytics, design strategy, and culture change. LEARN MORE

the future of mobility

HOW DO WE DESIGN FOR THE FUTURE OF URBAN MOBILITY IN THE YEAR 2025?

client

Fiat Chrysler

project focus

Strategic Foresight
Product Strategy

industry

Automotive

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.

inventing the new

WHAT NEW PRODUCTS AND SERVICES WILL CREATE THE EXPERIENCES OUR CUSTOMERS DESIRE?

client

Carhartt

project focus

Product Strategy
Rapid Prototyping

industry

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.

how cash matters

HOW DO WE SET OURSELVES APART IN AN INCREASINGLY COMMODITIZED MARKET?

client

Cardtronics

project focus

Product / Service /
Brand Strategy / Design Principles

industry

Financial

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.

blind spot: the book

THE NEW BOOK BY STEVE DILLER, NATHAN SHEDROFF, AND SEAN SAUBER

out now

on Amazon.com

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.

Our Services

identifying experiences

EXPERIENCE FORESIGHT

We collect a wide array of data and analyze it to identify where consumer needs, mindsets, technology, and more are likely headed.

CUSTOMER INSIGHTS

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.

EXPERIENCE IMMERSIONS

We create custom fields trips and collaborative workshops for executives and teams to learn from amazing experiences that already exist and how executed.

CUSTOMER PERSONAS

We bring customers to life for the whole organization through dynamic and evolving personas presented in a variety of formats and multimedia.

creating experiences

EXPERIENCE WAVELINES

We take customer journey maps to the next level — we visualize not only existing touchpoints, but where the opportunities are to create meaningful experiences.

INNOVATION WORKSHOPS

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.

DESIGN PRINCIPLES

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.

OPPORTUNITY MAPS

We identify new opportunities for growth based on customer needs, market insights, and organizational strengths.

BRAND STRATEGY

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.

SCENARIO PLANNING

We explore multiple possible futures to create a strategic plan that will alter based on the realities of a dynamic world.

delivering experiences

PROTOTYPING AND TESTING

We conduct rapid prototyping to explore feedback from customers on product and service prototypes in an iterative, lean process.

SERVICE BLUEPRINTS

We identify all of the actions that need to happen "backstage" to enable meaningful experiences so an implementation plan can be created.

SOCIALIZATION

We work closely with companies to create unique immersive experiences to build up the team's internal capabilities to effectively lead innovation execution.

MARKET STRATEGY

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.

AAA

Anheuser-Busch

AT&T

Aetna

Autodesk

Bay Area Discovery Museum

California Academy of Sciences

Cardtronics

Carhartt

Chrysler

Covered California

de Young Museum

eBay

Exploratorium

Gannett

Golden Gate National Parks

Conservancy

Hormel Foods

Intel

Journal Communications

Logitech

Nike

Nissan

Oakland Museum of California

PayPal

Pernod-Ricard

RepairPal

San Francisco Symphony

SAP

SFMOMA

Shaklee

Stanford University

The Presidio Trust

Union Bank

US Marine Corps

Zoo Labs

5 Third Street, Suite 925
San Francisco, CA 94103