DIFFERENTIATE YOUR DIGITAL BUSINESS WITH A DEVICE INNOVATION LAB

Innovation is a big problem. Ask my colleague Martin Gill, who directs Forrester’s digital business transformation research. But I & O leaders have their own role in innovation: specifically, the use of similar devices and technologies to drive business results.

I interviewed companies from a variety of verticals (travel, retail, energy, clothing, financial services) and spoke with innovative leaders in innovation theory to help I & O leaders solve several problems: How can we innovate using technologies from interaction? Customer oriented? For example, mobile devices, robotics, digital signage and virtual reality (VR).

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How can we establish a technological innovation laboratory (DIL) to help our company’s technology and business leaders develop technology-based and customer-obsessed strategies? And what are the success factors for the DIL, from the mission statement to the staffing and key performance indicators?

In the context of my report, the device innovation lab is an internal space for designing, experimenting, piloting and deploying device-based innovation projects. Well done, DIL can differentiate the digital business efforts of your business in impressive ways. Take, for example, the Lowes robotic retail partner, OSHBot.

OSHBot from Lowes redefines retail customer service, developed by Lowes Innovation Laboratories, OSHBot currently receives customers in a pilot test at a hardware store in the San Francisco Bay area.

You can talk to Oshbot, who understands voice commands, in any of 19 different languages. It will show you a map of the store, where the item you are looking for is located, and then physically take you to the location. While walking behind OSHBot, it will show you an advertisement for other products in the store.

Lowes’ OSHBot: a map in the front, an announcement behind
OSHBot emerged through a structured innovation program in DIL. As Kyle Nel, CEO of Lowes Innovation Labs, told Forrester, the company hired professional science fiction authors to imagine the future of retail and then created a comic to represent the vision.

For the reasons I described in the report, these comics helped build consensus around the project, and OSHBot was born. (For more information about robots such as OSHBot, read the Report on My Big Idea, The Future of Work, 2025: Working with Robots).

Innovation laboratories (of any taste) are not easy. According to a Capgemini report, the vast majority of them fail after a few years. In my report, I detail the example of a company that made large investments, which led to the final dissolution. So, why pursue them?

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Well, because innovation is tremendously difficult and DIL can help I & O leaders discover, analyze, experiment, pilot and implement new technologies (or creative configurations of ready-to-use technologies) to solve customer problems.

A growing range of interaction technologies, including mobile devices, interactive digital displays, Internet of Things devices, virtual and augmented reality, automation technologies and portable devices, continues to offer opportunities and challenges to your company.

Can you say, at this moment, what relevance will Oculus Rift have for its customers? What about the customer service robots? While Forrester continues to recommend the POST approach (first the people, then the objectives, the third strategy and the technological options at the end), someone in your organization needs to have a solid understanding of the “T”. A DIL, if done correctly, can fill this need effectively.

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Comments

  1. UnknownFebruary 8, 2020 at 1:21 AM

    There's definately a great deal to learn about this issue. I like all of the points you've made.
    Techno

    ReplyDelete

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