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Bolstering Volvo Group’s data capabilities to provide customers with intelligent new offerings

Harnessing Data for Leaner and Greener Future of Mobility

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Volvo and frog put customers first

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Looking ahead, Volvo Group knew it had to find new ways to support its customers as they navigate the changing automotive and transportation landscape. Volvo Group set its sights on routing customer data into useful mobility solutions for their customers and serving them through a differentiated customer experience. Realizing the need for an intelligent products and services ecosystem, Volvo Group teamed up with frog, Capgemini and Microsoft to establish a world-leading data and analytics service.

Connecting Data and Customer

Challenge

The multinational team set out to uplift Volvo Group’s data and analytics capabilities to obtain actionable insights to help Volvo customers unlock added value out of their mobility solutions. Enabled by its new data platform and capabilities, Volvo Group was able to create a new business model that would shift their customer relationships from ad-hoc problem-solving support to long-term business optimization partnerships. With the advisory model, Volvo customers gain access to an evolving ecosystem intended to provide them with enhanced support and recommendations aimed at improving their operations and user experience.

From Manufacturer to Advisor

Solution

Transforming from ad-hoc problem-solving support to long-term partnership and connected solutions provides Volvo Group's customer with value and peace of mind in their business optimization journeys. The beneficial customer outcomes include: • Savings through efficiency improvements in daily operations, e.g., fleet management, logistics and e-truck charging optimization • Reduction of CO2 emissions • Improvements in driver satisfaction At the same time, it advances Volvo’s servitization goals, helping them stay ahead of the curve by bringing a complete service offering to the market.

Value. Ease. Peace of mind.

Outcomes

Project highlights

Creating a data-driven customer experience 

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As a result of the initial pilots, Volvo has seen a + 40 pts increase in data reports take rate—from 35% to 75%.

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A Better Customer Experience

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Build intelligent offerings, ecosystems and transformational solutions with frog.

Discover the New Connected World Offering

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Transforming Pet Care with AI

Decarbonizing Trucking with Hydrogen

Deepening Customer Engagement with IKEA Retail

frog and IKEA Retail (Ingka Group) worked together to transform an underutilized customer club into a core part of its customer engagement strategy

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Creating a more rewarding experience  

How does it work? 

Collecting reward keys 

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IKEA saw that their customer club had potential to engage more members, in more meaningful ways. They wanted a new rewards concept that would activate support and recruit members towards the highest form of engagement—their home furnishing project journeys.

Growing IKEA Family’s impact 

frog collaborated with IKEA to research, design and create a global rewards framework operating as a consistent way of rewarding customers across every country, whilst offering local countries flexibility to adjust.

Transforming engagement-driven loyalty 

After trials in Sweden and Spain, reward keys from IKEA Family has launched in Portugal, Italy and Australia. Work continues with frog to boost deployment to 27 markets, ensuring customers globally can benefit from a more rewarding experience.

Substantial growth, increased engagement 

Delivering at scale

IKEA’s expansion of the reward keys program shows confidence in the potential transformation to drive its membership engagement strategy forward and deepen relationships with customers.

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Expanding to engage the “many people”

Note: The images presented here are mock-ups and not reflective of the final solution.

Creating a Loyalty Program to Deepen Customer Relationships and Drive Cross-sell

Deepening Engagement & Loyalty with Their Best Customers

Clothed in Chaos

Speculative design meets fashion for a climate-affected future

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The power of provocation as a creative tool 

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Our collaboration emerged from a shared sense of urgency to meet the climate crisis head on. We wanted to create speculative fashion designs that raised awareness and debate about the realities of a not-too-distant future. For this reason, we felt that the designs should explore a more dystopic future reality and begin to imagine how clothing could help us survive in that world. 

A problem shared 

The climate crisis is a vast topic, and to ensure messaging doesn't get lost in the noise, the right framing is crucial. The team decided to navigate the potential outcomes of the climate crisis according to the primary material elements: fire, air, earth and water—a familiar and instantly recognizable four-part structure. From there we created provocations and prompts to help us explore “what if?” scenarios, then used generative AI to expand into rough visions and first design impulses. 

Four is a magic number

From the initial low fidelity renders created by AI, through development and iterations, the team moved into making high fidelity renders and finally, clothing production. The resulting collection includes four looks that each respond to extreme conditions and scenarios related to the four elements. We exhibited the collection at Cannes Lions 2023, including a media showcase with insights into the creation process. 

Entering the material world

Designing the catwalk to end all catwalks 

The collaboration investigates how high-tech garments and wearables can be braided with progressive new mindsets.

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Taking a multi-dimensional view, frog’s collaboration with Machina looks at the climate crisis from four specific angles—and presents a unique response to each one.

The “Clothed in Chaos” looks

Extreme temperatures will make it harder to function, necessitating shielding measures to protect people.

Furious Heat and Hostility

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Violent storms become more frequent, unpredictable and intense, demanding greater protection from the elements.

Environmental Violence

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Disrupted access to quality food and fresh water displaces millions, creating nomadic societies on the “borderlands of civilization."

Borderlands of Civilization

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Melting ice creates high water in mega cities from Miami to Mumbai, creating hybrid water and land urban ecosystems.

Watery World Order

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We’re presented with the opportunity to weave deeper meaning into clothing design. It’s time to arrive at the place where the hard truths about climate science meet creativity. Check out the <a href="https://www.frog.co/designmind/designing-for-hazard-proof-living" target="_blank">Designing for Hazard-Proof Living</a> report to go deeper into the themes raised in this collaboration.

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The end of the world vs. the end of the month

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Grounding the Made of Air Brand

How AI-powered connected products are enabling Purina to grow their business for good  

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Delivering a first for Purina

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Purina acquired IP related to cat health monitoring that they wanted to incorporate into their first connected ecosystem offering. To be successful, the offering needed to be worthy of the Purina brand, meeting security, performance and pricing expectations of their customers, while also being a viable business. Purina needed a partner to guide them through the complex business and technical challenges associated with the journey to commercialization.

Orchestrating a business and technology transformation 

We applied our convergent design approach bringing a multidisciplinary team together to iteratively refine a solution that is viable as a business, desirable to consumers, technically feasible and sustainable. This resulted in delivering a cohesive connected system that allows hardware, software and AI to work together with a minimum carbon footprint; a new business, pricing and operating model that delivers value to Purina; and a delightful user experience that pet parents love.

Iterative convergent design

As a trusted business and technology transformation partner, we empowered Purina to focus on what they know best—pets and the people who care for them—while enabling Purina to successfully launch their first connected offering in less than two years. This has given Purina a powerful new direct connection to their consumers, opening up new sales channels and revenue models. More importantly, it has given pet parents peace of mind. Pet parents are celebrating the system with <a href="https://www.petivity.com/products/smart-litterbox-monitor" target="_blank">positive reviews</a> and crediting Petivity for saving their cats' lives.

Ready for launch

Innovation at scale

The Petivity Smart Litter Box Monitor is elegant in its apparent simplicity. But a lot of complex challenges were overcome to arrive at the ability to distinguish between multiple cats while protecting user privacy, keeping the user experience streamlined and hitting an aggressive price point. For example, it was crucial that the device didn’t require the use of intrusive cameras, Radio Frequency Identification (RFID) chips or special collars. 

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Activating the power of AI

Providing insights while protecting privacy

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Crafting the perfect user experience

For ALL users—pets and humans

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We are proud to have helped Purina bring their first connect system to life and realize a decades-long ambition to deliver AI-powered connected product experiences to their customers.  

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