“The business strategy innovation project is helping us understand that we need to change the way we do business…It is also making us relook our business challenges — process staff, customer service, system and competition – and come up with a strategy to address the various hurdles we face here and the different opportunities that we have.”
– Lena Tan, Founder
Josiah runs successful childcare and enrichment centers in Singapore. It was founded in 1997 by two mothers passionate in quality care and holistic learning for their children.
Josiah engaged Design Sojourn to help the company innovate due to the increasingly competitive operating environment. After the programme’s initial kick-off to establish an innovation baseline, Design Sojourn conducted deep ethnographic research on Josiah’s customers (young and old) and also their employees. We wanted to have a complete understanding of their current workflows, processes and the needs of all their stakeholders.
Internal stakeholders, such as teachers and supervisors, were engaged in a collaborative process where we identified problems and opportunities. We then innovated their approach to personalised care and created solutions they could own and implement.
The outcome of the programme is a series of recommendations for improving Josiah’s current processes and ideas for the future of the company. Accompanying these are implementation plans, service blueprints and a projected business impact of the recommendations.
With effect from January 2017, many of the short to mid-term recommendations have been implemented. This resulted in a great reduction stress for the teachers and better care for the children. We are currently in talks with Josiah to help them deliver to their long-term goals.
Status: Completed (July 2016 to November 2016)
Competence: Business Strategy and Innovation, Consulting, Design and Ethnographic Research, Experience and Service Design.
Other Links: Spring SME Case Study