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.
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.
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.
opportunities to improve customer experience identified
new cohesive ecosystem of technology presented
technology platforms recommended