Scansion Overview

© Scansion 2013 Confidential 1

Identifying and Creating Meaningful ExperiencesHow understanding and mapping customer experiences points the way to innovation, valuable and relevant offerings and profitable customer relationships.

April 2014


What do the most innovative and profitable companies have in common?

About Scansion

Lots of people talk about experience, but most don’t understand what that really is. It's not touch points, but rather, the changes inside of us over time. If we like these changes, and believe a company can provide them, we value a company and its offerings. And that, along with capital, is the basis of the "total" value of a company in the marketplace. Enhance customer experience and you have the key to enhancing corporate value.

Scansion knows how to enhance corporate value by rooting our innovation work in an unparalleled ability to unearth the experiences people want, and to facilitate the innovation that will deliver those experiences.

They create meaningful experiences in people’s lives.


Scansion identifies, shapes, and builds meaningful experiences that transform businesses and markets.

About Scansion

A Few Clients

In today's highly competitive and ever-changing world, it's not enough to create a great customer experience. To win in this climate, you need to be able to anticipate the experiences people will want tomorrow, then evolve your offerings to meet those needs. This is where experience foresight comes in.

Our unique set of services – from customer insights and trends analysis to opportunity mapping and concept testing – help you identify the experiences people will want now and next, then craft and bring to market the products and services that will truly set you apart from the rest.

Companies that can evolve to meet customers’ changing desires over time, will win.


How do we design for the future of urban transportation in the year 2025?

Case Study

One of the world's largest car manufacturers recognized that in order to guide future innovation, they needed a comprehensive understanding of emerging patterns in the way people will likely live and travel in an urban environment in the year 2025. Developing this perspective required more than anticipating technological developments. It called for a sense of the evolving experiences people will seek from travel as the economic and social contexts of their lives evolve.

From this grounding, we were able to work as a team to innovate promising new opportunity spaces, future-focused design principles, and products and services far beyond anything yet seen in the global automotive market. Based on this work, the client created new research and design groups to spearhead new offerings in several new categories for them, and is creating the a vehicle prototype from this work to address the needs of future urban travelers.

Auto Co


How can we meet people's changing needs around healthcare?

Case Study

Traditionally, health insurers like Aetna assumed that most people wanted a simple exchange – coverage for dollars. But increasingly, customers were telling Aetna that they wanted more. Unfortunately, this "more" was often couched in terms of confusion and ambiguity around what's possible, rather than a positive experience that could provide real and growing value. Add to that a widespread anxiety brought on by increasing costs and regulatory changes, and Aetna knew they needed to anticipate where customers were headed.

We worked closely with Aetna to explore the range of experiences people sought from health insurers, from the functional to the most meaningful. With those in hand, we then collaborated on a set of design principles the company could use to drive new service design and delivery. The result is an entirely new understanding in the company about what's truly at stake for customers in the evolution of health care, and unique insights into the experiences Aetna needs to deliver to customers.


How do we create digital experiences to help people reach their wellness goals?

Case Study

Shaklee, a leading supplier of natural & environmentally friendly nutrition and weight management products, recently created a weight loss program called Shaklee 180. As part of the program Shaklee developed a mobile app to help customers track food, exercise, and mood. While Shaklee thought the app could play a role in facilitating the weight-loss process, it hadn’t been designed with the knowledge of what people needed to experience throughout their wellness journey.

Scansion created an experience waveline map, a visual representation of the experiences people wanted at each stage of their weight-loss journey. Together with Shaklee we prototyped and developed innovative new features and functions for the next version of the product. Furthermore, Shaklee now sees how the mobile app can play a central role in strengthening their relationships with customers, and have made it a key part of their strategy going forward.


How can technology best evolve to augment human capabilities?

Case Study – Highlights

To combat declining PC sales, Intel needed to identify new market opportunities. They turned to Scansion for help. One project focused on rethinking the people’s experiences with PCs. In particular, Intel wanted to understand how people learn about PCs, then go about integrating it into their life. By mapping the experiences people have with these devices and the experience they desired, we discovered ways to improve the experience and drive sales. The work is informing the strategy to help the company transition from selling products to enabling experiences.

Another project is focused on human augmentation, taking a close look at the bleeding edge of this space, and how people deeply integrate technology into their lives (and bodies). We are currently working with the company to derive insights from the study into the development of new strategies that can be applied to entering or participating in this space.

Tech Co


How do we set ourselves apart in the increasingly commoditized ATM market?

Case Study

Cardtronics, a leading owner of bank ATMs, had historically focused on deepening relationships with its strategic partners – the big retailers who wanted to offer their customers an easy way to access cash. However, as ATMs in such locations became ubiquitous, company management concluded that they needed to augment their focus to include the end-users of the machines.

Scansion has collaborated with the Cardtronics executive team on a number of high-profile projects, including identifying and creating key target customer personas and in-store marketing programs, as well as uncovering the experiences people seek from cash ATMs, and, more broadly, from self-service technologies. The result has been a sea-change in the ability of the company to deliver an ever-widening range of valued services and experiences that is positioning the company as an innovator to watch in marketing services as well as its traditional offerings.


How do we create the best 24/7 virtual urgent care experience for patients?

Case Study

Carena, in partnership with Franciscan Health System (FHS) had plans to launch a white-label telemedicine service called Franciscan Virtual Urgent Care. The outstanding question was how customers from Franciscan’s patient population in the Tacoma/Seattle area would take to this new type of care delivery platform. Additionally, how should the service be designed to create a great experience? To answer these questions, Scansion, in collaboration with FHS and Carena, brought a diverse group of technologists and marketing professionals together to solve the problem.

Using a highly iterative research and development process, Scansion worked with FHS to build Franciscan Virtual Urgent Care from the ground up. Conducting user tests with developers onsite, the platform was tweaked and refined to make the service more intuitive and helpful for patients. Assumptions were verified in real-time so a user-centered product was created. Since its launch, the product has received rave reviews from patients and providers alike, and helped the hospital avoid thousands of unnecessary ER visits, saving considerable resources, time, and money.

98% Patient Satisfaction Rating


We're experts in blending disciplines to get results.

Team

Steve Diller, CEOSteve brings a unique perspective rooted in marketing, anthropology, and cognitive psychology, as well as the time-based arts such as film and music. In addition to founding Scansion, Steve was a founding member of the California College of the Arts' MBA in Design Strategy. He also co-authored the book, Making Meaning, while a Partner at Cheskin.

Clynton Taylor, VP of StrategyClynton uses his experience in organizational psychology, marketing and brand strategy, and design to help companies become more innovative, build new businesses, and deliver meaningful experiences to their customers. Prior to Scansion, Clynton spent over a decade at the innovation strategy firm Jump Associates.

John Garvie, StrategistJohn applies his diverse background in business model generation, marketing strategy, and user experience to help companies deliver the meaningful experiences people crave. Prior to Scansion, John worked at a number of Silicon Valley's most innovative startups.

Shawn Ardaiz, StrategistShawn blends together his business analysis chops with his keen knack for deciphering customer needs to help organizations transform experiences into business opportunities. Prior to Scansion, Shawn worked as a financial analyst and a digital marketing strategist.


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Scansion Overview

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