Crafting a better customer experience in a highly competitive market
The Project Context
As part of their ongoing innovation initiatives and in order to ensure that the company’s engagement programs are aligned with their customers’ needs and profiles, a major Oil & Gas company collaborated with Link to execute an intrapreneurship program for their teams. The goal was to improve the positioning of their product in the market, understand the needs and pain points of their end-customers while infusing an entrepreneurial mindset in the team.
The teams studied user profiles of household LPG consumers. We used the design thinking methodology and implementation of user research to better scope business opportunities. The teams identified the main pain points and profiled their end-customers. They followed the iterative, lean, and agile methods to validate and test their idea with the users which helped them in designing a better service experience. This program also acted as a catalyst in the development of the company’s internal innovation capacity to drive change in a highly collaborative environment.
The outcome of the intrapreneurship program is incredible and I am impressed that so much productivity was achieved in just 3 months.
User feedbacks for the Minimum Viable Product devised and tested on ground
Intrapreneurs involved in the program
Idea implemented in the market generating a P&L of its own