vip co-creation Customer summit: case study
WE WERE ASKED TO DESIGN A CUSTOMER SUMMIT, CO-CREATING BASED ON REAL FEEDBACK, FOR A LEADER IN DIAGNOSTIC SYSTEMS, TO HELP THEIR R&D IMPROVE THE DIAGNOSTIC SYSTEM’S HARD AND SOFTWARE.

We created a task force involving people from global and regional marketing and R&D departments

We conducted a series of preparatory task force working sessions to co-create a journey map, identifying users’ gain points, optimization points & desired new features with the diagnostic systemThe output of the working sessions served as the foundation for the Summit

The half-day Summit was held virtually and gathered 27 participants from 14 laboratories located in 6 European countriesWe created a theme and creative universe and associated collateralWe developed all workshop stimuli, activities with prefilled customer journey mapsWe co-moderated 3 distinct workstreams with customers and R&D to capture their realtime feedback on their journey map

We developed an external report for the Summit participants and an internal report for R&D to help them improve the diagnostic system hardware and software