Your organisation’s challenge
Understanding and then improving the experiences of large and diverse customer populations is paralysingly complex.
Who’s most important? What matters most to them? Where do we start?
What your organisation gets from Hawker & Company
Structured insight into customer types and their needs, using research, analytical and immersive human techniques.
Clarity on what to prioritise based on prevalence and performance information, and insights into untapped opportunities.
What this work involves
Field research and ethnography
Journey mapping
Customer, worker, operations and economic analysis
Driver modelling
Your organisation’s challenge
Customers and their expectations are difficult to forecast. Helping them to be happier feels right but the case to pursue this is unclear.
How good do we have to be? How do we do it?
What’s the right mix of aspiration and achievability?
What’s the payoff for our people and shareholders?
What your organisation gets from Hawker & Company
An agreed customer ambition that bolsters or stretches the strategy, inspires and commits the organisation to action, and translates into imperatives that can be acted on with confidence.
What this work involves
Customer and growth strategy
Future-back exploration
Scenario modelling
Target setting
Program setup
Your organisation’s challenge
Consistently bringing to life better experiences reliably and at scale is tough. The outcome risks being modest and incremental as it’s mired in everyday obstacles, or it produces extravagant journey posters and little else.
How can we create something original or better that actually works?
What your organisation gets from Hawker & Company
Design and delivery initiatives which fuse “onstage” and “backstage” elements so that experience and economic improvement actually happens.
What this work involves
Service design
UX/UI
Design techniques
Sprint-based working
Process redesign
Applied behavioural science
Prototyping
Operations design and change management
Your organisation’s challenge
A customer mission is evergreen, and it will falter if it is treated as a special project.
How do we continuously learn and adapt?
How do we sustain the hearts and minds of the organisation?
How do we get better at getting better?
What your organisation gets from Hawker & Company
A program to build capability and assets that will make it easy for the organisation to sustain customer and operations excellence.
What this work involves
Net Promoter System (NPS)
Feedback loops
Experimentation and agile ways of working
Customer-oriented leadership and operating model
Your organisation’s challenge
Being more creative in solving problems is a learnable talent, but the prospect of thinking differently to better address today’s constant change can be terrifying and exhausting.
How can we genuinely do better by unchaining our imaginations?
What your organisation gets from Hawker & Company
Capability building interventions and innovation programs to learn and apply creative techniques to daily imperatives, in a way that feels rewarding and brings the best out of people.
What this work involves
Design bootcamp
Both-Brain thinking
Ideation and inspiration techniques
Creativity and innovation
Games and play