product design
product design

Focus on customers
and their equipment

Focus on customers
and their equipment

Focus on customers
and their equipment

GE HealthCare

GE HealthCare

GE HealthCare

We worked with the team to recenter the customer experience to focus on the equipment they own and are looking to buy.

This shifted the product future from one locked in organizational siloes to a customer-focused experience for shopping and lifecycle management.

We worked with the team to recenter the customer experience to focus on the equipment they own and are looking to buy.

This shifted the product future from one locked in organizational siloes to a customer-focused experience for shopping and lifecycle management.

We worked with the team to recenter the customer experience to focus on the equipment they own and are looking to buy.

This shifted the product future from one locked in organizational siloes to a customer-focused experience for shopping and lifecycle management.

Objective

Objective

Objective

Create a 5 year design strategy for GE HealthCare considering pre-to-post purchase customer experience.

Create a 5 year design strategy for GE HealthCare considering pre-to-post purchase customer experience.

Create a 5 year design strategy for GE HealthCare considering pre-to-post purchase customer experience.

The Equipment sits at the core of the experience and serves as an anchor point that is familiar to them. The equipment provides the access and information the customer needs.

The Equipment sits at the core of the experience and serves as an anchor point that is familiar to them. The equipment provides the access and information the customer needs.

The Equipment sits at the core of the experience and serves as an anchor point that is familiar to them. The equipment provides the access and information the customer needs.

Post-purchase support was difficult for customers to find. We created a new experience that built off of the equipment as a central focus.

Post-purchase support was difficult for customers to find. We created a new experience that built off of the equipment as a central focus.

Post-purchase support was difficult for customers to find. We created a new experience that built off of the equipment as a central focus.

Methods

Methods

Methods

Strategic foresight helped us identify future disruptions and better plan.

Strategic foresight helped us identify future disruptions and better plan.

Strategic foresight helped us identify future disruptions and better plan.

  • Horizon scanning

  • Scenario-building

  • Speculative design

  • Horizon scanning

  • Scenario-building

  • Speculative design

  • Horizon scanning

  • Scenario-building

  • Speculative design

Iterative design and creative collaboration helped us learn from others.

Iterative design and creative collaboration helped us learn from others.

Iterative design and creative collaboration helped us learn from others.

  • Design concepts

  • Workshop facilitation

  • Executive stakeholder wrangling

  • Design concepts

  • Workshop facilitation

  • Executive stakeholder wrangling

  • Design concepts

  • Workshop facilitation

  • Executive stakeholder wrangling

Design visuals and prototypes enabled us to share a story across the organization.

Design visuals and prototypes enabled us to share a story across the organization.

Design visuals and prototypes enabled us to share a story across the organization.

  • High-fidelity design

  • Narrative-based prototyping

  • High-fidelity design

  • Narrative-based prototyping

  • High-fidelity design

  • Narrative-based prototyping

Results

Results

Results

We assembled a series of prototypes that stitched together key customer experiences. Each user action easily extends to a next related step, from purchasing equipment to maintaining it through it’s lifecycle.

We assembled a series of prototypes that stitched together key customer experiences. Each user action easily extends to a next related step, from purchasing equipment to maintaining it through it’s lifecycle.

We assembled a series of prototypes that stitched together key customer experiences. Each user action easily extends to a next related step, from purchasing equipment to maintaining it through it’s lifecycle.