Labs Profit Strategy

Objective

To surface information around profitability and generate a north star strategy to serve as a touchstone for decision making.

Scope

Strategy Development
Workshop Facilitation
Roadmap Development

Role

Facilitation Lead

Highlights

To help increase profitability while balancing customer experience during the lab experience, I was tasked with assisting our stakeholders in surfacing misalignments among the business partners and work to generate draft vision statements to strategically guide future efforts and decision making.

As the primary designer, I worked with my team to design trio of strategic workshops that helped to uncover the current state knowledge and explore the possibilities of a strategic plan.

The result was a robust North Star Statement which identified existing experience pillars whole driving change.

Lessons Learned

Leave Space for Silence

Much of the work took a lot of brain power and deep thought on the part of our stakeholders. It was critical to allow them the time to process and speak to those points, without pressure to fill dead air.

Confront

Ambiguity

There was a lot to glean from things that were NOT said out loud. The spaces where ambiguity lay provided the team just as much impact than the documented areas. It allowed us to ask "why" and "how" we might work to clarify those spaces.