In a single week an 11-person cross-functional team conducted customer research and analysis to define the first iteration of a new support service for it software offering. The team used three-minute video scenarios to detail their recommendations. After the resulting pilot, Crown began scaling the service across its retail operations—all in less than 12 months.

Designed By: Crown Equipment Corporation: Stephanie Adams, Greg Bretz, Andy Crampton, Rod Farley, Ryan Finch, Jim Gaskell, Jared Green, Jill Lawrence, Lance Meyer, Chris Monahan, Rebecca O’Neill, Brandon Ort, Roger Quinlan, Collin Rush, Phil Swift, Dan Zinn; Interactive Institute Swedish ICT: Brendon Clark, Sara Reinholtz

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