Objectives.
The project was aimed at redesigning the CX vision of the Next MOSAIC platform to emphasize the concepts of synergy and co-creation, which have gone a step further from the original purpose of the MOSAIC platform's “Back to the Roots” concept, which was launched over the past decade to establish a culture of creativity as well as idea suggestion and realization based on Samsung Electronics' internal collective intelligence.
Approaches.
To investigate the current usage of the MOSAIC system in operation, we conducted face-to-face interviews with MOSAIC users and non-users to analyze usage behaviors and analyze usage patterns within the system. We categorized and defined the stakeholders in the entire process of utilizing the MOSAIC system to identify opportunity areas for establishing a new CX strategy.
After uncovering clues from actual MOSAIC usage and benchmarking leading practices, we held a creative workshop with internal stakeholders to help them develop their own ideas on how to work with the new collective intelligence platform, and to lay the groundwork for a practical action plan through representative concept generation and roadmapping.
Outcomes.
We expanded the platform's usability from being an idea proponent-centric platform to a sustainable, growing, integrated platform where ideas are transparently tracked and managed from their inception to realization, while also proposing a new direction toward an intelligent solution that reinforces the role of co-creators with AI agents rather than individual employees in the step-by-step process, leading to actual development.
Related Work
You may like this
Hyundai Motor Group
Hyundai Motor Group
Hyundai Motor Group
