Developing a digital transformation roadmap, from floor to ceiling

Strategy
Client
Jacobsen
Year
February 2020 - May 2020
What?
Customer Experience Audit
Research and Analysis
User Experience Design
Digital Experience Strategy
Customer Personas
Back to Impact

The opportunity

Jacobsen is a great family business. Known as leaders and innovators in their industry, Jacobsen has been providing New Zealand with world-class flooring for nearly 60 years. 

Their top international brands and selections provide style, texture, innovation and performance to all kinds of Kiwi floors; from the finest residential homes to contemporary corporate spaces to the most demanding of public spaces. 

Amidst the disruption of 2020, many businesses realised they really had to take a good look, inside and out, to envision their future in a very different world. Having considered this prior to COVID-19, Jacobsen decided to undertake a review of their business, customer experience and use of technology. 


The solution

Joining in amidst a wider transformation of the business, we started off at the most important place: people. 

When looking to undertake a significant digital transformation in a business, it’s vital to understand how things worked before. In order to gain this understanding, we conducted various workshops with different teams within the business, mapping out their business processes and thoroughly exploring their current pain points.

On top of this, we interviewed a number of customers and non-customers to get a good understanding of what their perceptions were of working with Jacobsen, what their competitors were doing, and what opportunities there were for Jacobsen to improve, innovate and position themselves ahead of their competitors.

We then completed an ideation process, exploring what solutions to these problems and opportunities were, designing the ideal customer AND staff experience. 

This was then crafted into a detailed vision, in the form of a strategy, with an analysis of the current market opportunities and a roadmap to provide the best experience in the industry. This strategy also included a detailed plan outlining at which stages each piece of technology should be implemented - and what value it would unlock at each stage.


The transformation 

While many of the individual ideas had been floating around in the business for a while, they had not yet been compiled into a cohesive and compelling strategy.

Our work enabled Jacobsen to focus on a solid strategy - and resulting plan - that would then become the compass for the transformation of their business.


Because we had worked together before, I did not hesitate to contact the Flume team to lead us for this project. Through their process, they were able to uncover a number of insights and opportunities for us to transform what we do that would position us as top innovators within our industry, and even beyond. Undertaking this project with Flume was an extremely valuable and insightful process and I would not hesitate to work with, or recommend them again.
Warren Drinkwater
GM Business Development
But success isn't without results...

They came to us for a website, what they got in return was so much more

The impact report
25

opportunities to improve customer experience identified

1

new cohesive ecosystem of technology presented

12

technology platforms recommended

The services
Customer Personas
A strategic workshop that maps out your key customer personas, their pain points, needs and goals, and strategies to address these.
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Brand Positioning
A deep dive into what sets your organisation apart, resulting in a succinct, compelling framework for your communications.
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Website Strategy
We kick off with a workshop to uncover your website goals, then apply best practice to create a site structure that’s designed to succeed.
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Customer Experience
Through workshops and talking with your customer and team, we evaluate your customer journey and provide valuable recommendations to step up your customer experience.
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Platform Strategy
Successfully launching a digital platform starts with the right strategy, scope and approach – a complex process in which our team is well-practised!
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