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Inventing Tomorrow's Bank Through Innovation

Powering up a dedicated in-house innovation and acceleration center

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Inventing tomorrow's bank

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New forms of work contracts have emerged, such as "task-based" contracts, facilitated in particular by platforms like Uber or Deliveroo. The BNP Paribas innovation team wanted to better understand this target clientele to be able to imagine the new products or services it could develop for this type of worker. To get to know this growing trend, the two teams from DITA and frog created a series of personas and analyzed the factors driving the emergence of this trend. This process also included interviews with Uber employees, and the study of competitors from BNP Paribas and other brands. Together, these studies provided a picture of the potential impact of the gig economy, and were followed up by a sprint to develop a relevant strategy.

Exploring the gig economy

New face of work

Chatbots are everywhere, present on virtually every site. BNP Paribas already had its own chat solution, but wanted to improve its performance. They wanted a clear strategy and a new solution, in line with the customer journey and qualitative user experience it was keen to offer. The timing was right for this, as it coincided with the emergence of technologies such as ChatGPT, whose potential in this area is immense. Stakeholders built a nine-week sprint program and imagined several scenarios; eight of these potential ideas were further analyzed: their viability, desirability and feasibility. Finally, prototypes were co-constructed by all stakeholders, providing BNP Paribas with a complete strategy and a set of potential options.

Elevating the use of bots

Streamlining services

In a competitive context where banking and non-banking players are launching their own cashback programs, BNP Paribas wanted to develop its own program, with the aim of attracting and retaining its customers as well as providing them with added value, enabling them to micro-save and treat themselves. The DITA innovation team and frog defined a strategy for the program, designed the customer journeys, built the MVP and tested the solution with BNP Paribas employees. In just 10 months, the Mes Extras program was launched on the market, and now offers automatic discounts from privileged partners to over 280,000 customers.

Launching a cashback program

User perks

Project highlights

Three avenues of exploration

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Personal Finance One Text at a Time - Charlie

Rebranding Human-centered Banking

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

Transforming Pet Care with AI

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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 

Challenge

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

Solution

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

Outcomes

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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Unlocking Petivity’s value 

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Build intelligent offerings, ecosystems and transformational solutions with frog.

Discover the New Connected World Offering

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Decarbonizing Trucking with Hydrogen

Breathing Life into Lumen

IoT, data and sensors take the guesswork out of generator brush health and maintenance

Using Data for Reliable Power Generation 

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IoT Meets the Power Plant

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Brush replacement involved intricate inspection to assess key features which, if missed, could lead to fires, offline generators or slowed electricity flow. This meant locating and inspecting as many as 200+ brushes per generator.   

Saying no to complexity

Our experts invented a novel sensor that understands and communicates details like brush length, in real time, to a custom hub, alerting when brushes need to be changed. Now, there’s no longer a need for manual inspections. <u class='height32'></u><b>Setting sights on sensors</b><u class='height16'></u> The sensor measures many other data points of the generator’s operation, alerting users to out-of-range parameters. This helps teams manage generator performance and address issues before they become catastrophic.

Engineering that solves

Today, Cutsforth’s customers can remotely monitor brush and generator health, enabling maintenance teams to proactively manage service and resource needs.  

Near and long-term benefits

New boss at the power plant: data

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At frog, we help companies respond to a changing landscape enabled by technology and fueled by data. 

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Product Design

Breakthroughs start small

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Venturing on the open road with a hydrogen-fueled mobility platform 

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Sustainable transitions

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Seeking to radically reimagine road freight transport in the face of the climate crisis, Kouros devised a circular business model that that leverages key technology access to (1) produce hydrogen from biomass thermolysis with the opportunity to create a powerful carbon sink while contributing to the preservation of soil and biodiversity and (2) become industry leaders in assembling a real, first-of-its-kind hydrogen truck. They came to frog and the broader Capgemini to manifest this vision into reality as rapidly as possible—with high ambitions for market shares.

A game-changing method

Through hands-on, sleeves-up collaboration, Kouros, frog and Capgemini teams rapidly progressed Hyliko from concept to company. Crucially, a core group of strategists and designers functioned as an acceleration team, helping refine the new venture’s circular business model, investment case, go to market strategy and launch. More recently, teams from Capgemini Engineering have been contributing to the architecture of the first trucks.

Strategic incubator

The result of Kouros’ work with frog and Capgemini is a world-class heavy mobility platform that is uniquely positioned in the market. With its offering of “hydrogen & trucks as a service,” Hyliko integrates "super-green," carbon-negative hydrogen with truck leasing and maintenance, acting on a promise to completely decarbonize any fleet of trucks, while having a positive footprint on biodiversity. Within one year of its creation, Hyliko has signed its first contracts and will deliver its first trucks by the end of 2023. 

The future of trucking

Outcome

High concept to high impact

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Hyliko is developing a hydrogen refueling network with the planned opening of up to 60 stations in Europe by 2030.

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Driven for sustainability

Revolutionizing Testing at the Point-of-Need  – MeMed

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Resetting Company Strategy for a Disrupted Market 

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“This great work, and the speed at which it was delivered, made it possible for us to commercialize this brand with Amazon in the very demanding timeline they requested.”

<p>In 2017 Innocor was purchased by a large private equity buyer that wanted to reset the company’s strategy. As a large manufacturer and supplier of memory foam products with a limited retail presence, Innocor needed to define its role in a mattress market that was being disrupted by direct-to-consumer (D2C) players.</p>
<p>Over the course of the following year, Innocor engaged us in a partnership across several projects including innovation strategy, product category creation, sales and partnership development, new product development, in-store sales solutions and brand creation, positioning, identity and web presence.</p>
<p>&nbsp;</p>
<h2>The Critical Question</h2>
<p>Innocor’s retail division, Innocor Comfort, focused primarily on mattresses-in-boxes (MiBs) and mattress toppers. Through a rigorous research and discovery program, it became clear that we needed to go beyond identifying discrete innovation opportunities in these two areas. In order to realize its growth goals, Innocor needed a holistic vision that could drive toward short-term wins within the context of a long-term strategic plan.</p>
<p>After synthesizing our research about consumers’ sleep habits and preferences with our assessments of Innocor’s key strengths and market challenges, we identified the fundamental questions at the heart of the strategic pivot: What kind of business does Innocor want to be in the years ahead? What’s the destination?</p>
<p>&nbsp;</p>
<h2>Defining the Strategic Vision</h2>
<p>Several key insights from our research helped shape the overarching goals of Innocor’s strategy reset and informed critical decisions about its brand, market positioning and product priorities.</p>
<p>&nbsp;</p>
<h3>The Brand Gap</h3>
<p>Initially, Innocor’s lack of a dominant flagship brand seemed like a vulnerability in an increasingly competitive market—but it also left the door open for Innocor to more easily access other brands through strategic partnerships.</p>
<p>&nbsp;</p>
<h3>Channel Constraint</h3>
<p>Innocor’s long-standing relationship with its top retailer made proactive experimentation and innovation more challenging, but made the cultivation of stronger unassisted sale strategies more appealing.</p>
<p>&nbsp;</p>
<h3>Little Fish, Big Fish</h3>
<p>Innocor&#8217;s offerings portfolio made it a small player in the MiB market and a large, influential player in the mattress topper segment, leading to the strategic decision to focus on winning in the mattress topper space.</p>
<p>&nbsp;</p>
<h3>Channel Collision</h3>
<p>With the rise of D2C mattress brands, both Innocor’s traditional sales channels and consumers’ expectations changed fundamentally. Rather than competing with D2C entrants on their terms, our insights guided Innocor toward winning D2C value through value-added service and partnerships while cultivating new channels over time.</p>
<p>Together, these strategic insights and consequent business and brand decisions allowed Innocor to define its long-term strategic vision: To become the most progressive, multi-tiered private label partner in the sleep business.</p>
<p>&nbsp;</p>
<h2>A New Category of Mattress Toppers</h2>
<p>Innocor already had a strong presence in the mattress topper category, but our exploration of the sleep space uncovered tremendous consumer confusion around mattress toppers—<em><span class="NormalTextRun SCXW12456396 BCX0">What are they? What do they do for me? How do I use </span><span class="NormalTextRun SCXW12456396 BCX0">them</span><span class="NormalTextRun SCXW12456396 BCX0">? Do</span><span class="NormalTextRun SCXW12456396 BCX0"> they</span><span class="NormalTextRun SCXW12456396 BCX0"> replace my existing mattress?</span><span class="NormalTextRun SCXW12456396 BCX0"> </span></em><i></i></p>
<p>This confusion, combined with a fragmented marketplace full of ambiguous claims, revealed an opportunity for Innocor to more clearly define the category, setting them apart from competitors, establishing their category leadership and driving new demand. This redefinition led to a refined category architecture and a portfolio of differentiated mattress topper concepts that targeted specific consumer needs and priorities.</p>
<p>Within months, Innocor had launched two of our proposed concepts—the You &amp; Me personalized mattress topper and a dedicated back support topper—through their retail partnerships with Serta and Kohl’s. We also created a new retail shelf space architecture to help Innocor’s retail partners educate consumers about the new category ecosystem and sell these products most effectively.</p>
<p>In addition to these launched products, we created, named and tested numerous additional product concepts to provide a robust innovation pipeline for the company moving forward. Beyond physical products, we also designed a digital product to provide customization to customers in a way that navigates the SKU constraints of mass channels.</p>
<p>&nbsp;</p>
<h2>Win Alongside the D2C Winners</h2>
<p>With D2C players emerging as the winners in the sleep space, we needed to reimagine how Innocor was going to play. Instead of competing with these brands head-on, we advised Innocor to achieve long-term growth by “winning with the winners” in the burgeoning D2C mattress space. To do that, we needed to understand the underlying challenges these businesses were facing and provide a compelling case for partnering with Innocor to overcome them.</p>
<p>&nbsp;</p>
<h3>Defining the Value Proposition</h3>
<p>Innocor’s industry experience and expertise created an opportunity to add value to D2C brands through strategic partnerships. Through such relationships, Innocor could provide D2C startups with strategic leadership, consumer insights, technologies and product development to help them grow or expand into new markets. The key insight was that Innocor could expand beyond just making products, becoming a growth and innovation solution provider to its own strategic partners.</p>
<p>Based on this value proposition, we designed and developed print, digital and video assets to help Innocor improve their outreach and messaging with big-name D2C sleep startups.</p>
<p>&nbsp;</p>
<h3>Driving Omnichannel MiB Sales</h3>
<p>Innocor invented MiBs and led the category in multiple key channels. In order to defend and grow its position in this segment of its business, however, it needed to strengthen its brick-and-mortar retail experience and MiB product offerings. The primary barriers to MiB purchases included product ambiguity, the lack of “trial-in-the-aisle&#8221; opportunities and the impression of MiBs being low quality.</p>
<p>To overcome these barriers, we focused on elevating Innocor’s MiB presentation and in-store experience to improve consumer understanding and create more impactful first impressions. We designed new physical displays and in-store materials to increase visibility and consumer awareness about the MiB category, driving new sales. Additionally, we created new MiB product packaging featuring informative touch-and-learn displays that allow consumers to see and feel the inside of an Innocor MiB before making a purchase, further strengthening understanding and awareness of product’s benefits and quality.</p>
<p>&nbsp;</p>
<h3>Private Label Partners with Amazon</h3>
<p>Our strategy, category creation and retail programs for Innocor culminated in the creation of two new, private label brands. We defined the brand positioning, guidelines and visual identities for each brand, along with unique consumer targets and value propositions tailored to specific retailers.</p>
<p>The strength of our work attracted Amazon to partner with one of these brands, <a href="https://www.amazon.com/stores/Revel/Revel/page/60BAADE7-FEE0-4CE9-9487-403F08DD77D0">Revel</a>, in early 2018, bringing the online retail giant into the D2C mattress and bedding space. To support the launch of this partnership, we helped bring Revel to life with a complete brand identity including brand assets and guidelines, product and packaging design and original photography. Revel’s complete line of mattresses, mattress toppers and pillows continues to sell successfully on Amazon.</p>


Our innovation strategy positioned Innocor for rapid growth, leading to a merger with one of its primary competitors, FXI, in early 2020. Together, Innocor and FXI created one of the largest, most innovative foam solutions providers on the market, with a strong and growing presence in sleep health. 

Applying Multiple Prototyping Methods to Explore and Refine New Concepts

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<p><strong>The Challenge</strong></p>
<p>The Diageo Futures team were seeking to understand how they could meaningfully act upon the growing trend of mass customization within the Johnnie Walker business and achieve mid-to-long-term commercial outcomes targeting £100m in net new business.</p>


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