why else

We work with business leaders on innovation and digital transformation projects.

Why ELSE

We help our clients define new opportunities and then deliver them to market. Our approach is practical, challenging and inclusive — building momentum and alignment as we frame the opportunity and define in detail what it takes to launch.

We help businesses who are:

Launching something new

You’re trying to enter a new market, or launch a new service but you’re not exactly sure how to land the proposition.

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Responding to disruption

Regulatory changes, start-up agility, market forces or new trends are impacting your business and you’re unsure how to react or where to look for the answers.

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Looking to shake things up

Your business has grown or changed and your experience no longer reflects who you are. You’re in need of reinvigoration.

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Why ELSE

Launching something new

Launching something new

Launching something new

Think big, start small, scale fast

Big ideas that can transform your customer experience, and therefore your business, do not have to be complicated or take a long time to create.

Over the years we’ve honed an approach that unearths new product and service ideas to deliver tangible value to both business and customer.

Our role as design thinkers is to quickly turn chatter into matter and to bring concepts and ideas to a form that relevant stakeholders can discuss, vet, prioritise and then implement.

Our objective is to THINK BIG and WORK FAST. To do this, we must work with you, not for you.

Accelerate

The first stage of any innovation project is to explore the opportunity area by bringing a vision for the product to a tangible form. Often taking between 6-8 weeks, this rapid approach aims to bring clarity and alignment, whilst answering why it’s unique and defensible in the market.

Launch

With a running start across key aspects of the proposition, stage 2 is where we design and build the proposition in detail up to the first release, often called the MVP.

It’s at this stage we often co-habit with our clients, to ensure the right capabilities are established alongside the product roadmap and the momentum remains from the first stage.

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Stage 3 is where we focus on the backlog of features not deemed essential for MVP, as well as addressing new items that have come to light since launch — such as the channel shift of customers.

It is important to sustain the momentum of the product development team through these early stages. We can work with you to help recruit the right team to support the operation going forward.

Our perspectives

Why Else

Responding to disruption

Responding to disruption

Responding to disruption

Taking advantage of the change

You’re feeling changes in regulation, start-up agility, market forces, new trends impacts and are unsure how to react or where to look for the answers.

We’ve helped organisations deal with a range of shake-ups in their industry — whether that’s the rise of the robo-advisor and open banking in financial services, or helping an international hotel chain deal with the rise in the gig economy by redefining what the benchmark could be for economy hotels.

To respond to the disruption, it’s important that we not only look at where the disruption is coming from but also use cross-industry thinking to disrupt our ability to think laterally about the problem.

With this in mind, our work helped UBS understand how to motivate people to take responsibility for their future wealth, in a similar way to how people take responsibility for their health. Our starting point here was how we motivate the behaviour change, rather than just thinking about a service that takes the money and reports progress. 

For Accor Hotels, the benchmark is set by the service provided by their people — so the problem area becomes one of staff engagement rather than in-room gadgetry or product. How do you reverse the churn experienced across the industry to drive a better, more personal experience to customers?

To take advantage of the disruption you are experiencing, we need to look in less obvious and unexpected places to bring about the change needed.

Our perspectives

Evolving staff experience

Evolving staff experience

Digital has amplified the connection between internal company culture and the external perception of the organisation, by creating transparency between an organisation’s employees and its customers.

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Why Else

Looking to shake things up

Looking to shake things up

Looking to shake things up

Your experience doesn’t reflect the company you’ve become

As companies grow, the experiences they provide, both internally and externally, can become outdated. This can happen through mergers and acquisitions, through diversification or through accelerated growth in a particular area. 

In each case, the approach is we take is to understand what the desired future state looks like, before putting in place the right set of changes to deliver the maximum impact. It’s not about driving consistency, but more about understanding where the highs and lows are and amplifying the truly ownable moments in your experience.

We’ve helped a range of businesses, large and small, take the next step in their journey, ensuring that their experience exceeds the expectations of their customers.

We’ll work with the subject matter experts in your business to understand where the opportunity areas are. We’ll ask questions of your proposition, brand, capabilities and audience, in order to build a view of where you need to consolidate and what you need to amplify.

The framework to inform this understanding has two start points. Firstly, how the leadership defines success and what measures we need to put in place to get there. Secondly, creating a blueprint for how we attract people to our proposition, how we engage with them and then how we develop that relationship over time.

Get in touch

If you're interested in hearing more, or you'd like to discuss how we can help you, please get in touch.

hello@elselondon.com

Our perspectives

Connected customer loyalty

Connected customer loyalty

We’ve worked with a range of organisations to help set their digital loyalty strategy, and have identified the key elements that drive consistent customer engagement over time.

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