design STRATEGY | SERVICE DESIGN | WORKSHOP FACILITATION

Team

Manali Mohanty, Marty Christiansen

Client

Fossil Group’s portfolio of brands

The Brief

Build a service offering a product and material pipeline for all categories of Fossil business (watches, connected devices/wearables, jewelry, eyewear, and handbags).

Challenge

Creating a neutral team, aligned with Fossil’s strategic growth priorities, to service all category businesses without compromising the innovative spirit of individual initiatives.

Approach

Tackling a business opportunity through design strategy and service design.

Moving to a consolidated business entity that funneled inovation needs across the entire company represented a fundamental change for Fossil, that would impact multiple business units in the organization.

Through a series of stakeholder workshops, and feedback from vendor partners, we created an ecosystem map, determined key decision makers, did journey mapping, defined milestones, and identified Key Performance Indicators (KPIs).

Mapping the Service Journey

I mapped the end-to-end vision and detailed service blueprint for the Innovation Lab, which allowed us to:

• Define a unified service vision across the organization

• Identify the roles and activities that would be critical to offer the service

• Leverage existing knowledge and identify dependancies

• Engage employees and partners who would implement or deliver the service

Identifying risks and scoping the MVP through service prototyping

The vision was clear. But was it feasible? And under what timeline?

We needed to understand the limitations and scope a minimum service that could be rolled out for pilot within a short time.

I facilitated workshops at our global studios in USA, Switzerland and Hong Kong. Where we prototyped different touchpoints to validate assumptions. For instance, we created an advanced development team across the 3 studios to test out our new process flow for one development cycles. Concurrently we ran the same test with one of our biggest licensed brands, engaging the licensor in the conversation.

Impact

50% increase in new innovation adoption rates within 1 year of Fossil Innovation Lab launch.

Launch of company wide ‘Idea Box’ platform to invite 10,000+ employees to submit and vote up innovative new ideas for review by Executive Steering Committee.

Knowledge Management System (KMS) offering access to 400+ new innovations annually to 10,000+ employees globally.

Launch of ‘Designing for the Future’ initiative to help achieve Fossil group’s sustainability goals through more planet friendly material sourcing, selection, disposal and manufacturing practices.