 products suited to their haircare needs. How can the needs of consumers be assessed through digital channels and physical stores, and be leveraged to provide customized solutions?
Social media is often used to understand our consumers’ needs and drive business to consumer (B2C) sales. However, in business to business (B2B) sales, social media is often neglected. How can Henkel draw insights from social media channels and, in turn, deliver greater value to our B2B customers?
Hypothesis
All three problem statements are a manifestation of poor incoming and outgoing communication channels at Henkel.
Design Process
Discover
Cause and Effect Analysis
Ishikawa Diagram, Five Whys
1.Henkel wants to change the communication model with suppliers from transactional to collaborative.
Why? Because transactional relationships no longer meet Henkel’s needs from suppliers.
Why? Because transactional relationships are characterized by quick surface level interactions lacking trust and care.
2.Henkel wants to assess the needs of consumers, in the beauty care market, through digital channels and physical stores
Why? Because they are not able to provide unique solutions with their current model.
Why? Because they do not have the right data to understand the specific needs of their consumers hair.
Why? Because there is no data collection of personal hair quality.
3.Henkel wants to draw insights from social media channels in B2B relationships.
Why? Because businesses are only expressing thoughts at the end of an exchange and no upfront feedback is given.
Why? Because there is no method with which businesses can provide fast, ad-hoc feedback.
Why? Because Henkel’s relationships are dominantly transactional.
Primary Research
User Interviews, Stakeholder Interviews
2 Information Sessions Attended at which Henkel described the problems in greater detail and answered questions.
4 Stakeholder Interviews with Henkel representatives.
Secondary Research
Henkel 2020, Global Supply Chain Management
Secondary Market Research was done on the current initiatives at Henkel to better understand the motivations behind the Digital Innovation challenges presented.
Particularly of Interest:
“[Henkel’s] aim to consolidate all of its supply chains into a single global supply chain” - Wolfgang Weber (Eco-Business, 2017)
“…locating all of the company’s staff in one central location and the upgrading of their IT systems and processes with harmonized software…” Wolfgang Weber (Eco-Business, 2017)
“Henkel aims to digitize its interaction with customers, consumers, business partners and suppliers along the entire value chain…” (Eco-Business, 2017)
“Time delays that are seen with monthly reporting cycles are not a good fit for business today. This is the biggest challenge and biggest opportunity for supply chain organizations.” (Twentyman J, 2017)
Define
Synthesis
Insights, Opportunities, Use Case Analysis, How Might We
The results of the discovery efforts were analyzed and related information was clustered. Based on the 5 why exercises, the first and last problem statements were grouped as one: Henkel’s current supply chain management lacks a means with which deep, collaborative relationships can be maintained.
Primary research discovered Henkel’s functional teams are not harmonized between one another on one communication and collaboration tool, increasing information passage complexity.
Secondary research gave insight into Henkel’s objectives and values including consolidation, digitization, and harmonization of communications solutions to achieve greater sustainability.
Develop
Ideation
Impact x Feasibility Matrix
Two weeks was spent ideating on the dominant “How Might We”.
The ideas were evaluated with domain experts based on: Impact and Feasibility. The result of the evaluation gave a tangible order of execution for the proposed solutions.
Deliver
Build, Test, Iterate
Diagrams, Paper Prototype, Presentation
Now aligned on a solution, a presentation was prepared for the finals. The presentation included a thorough analysis of the problem statement and a simulation of the proposed solution.
Personality: Terrance is a strange combination of typical man-child and exceedingly loyal soldier. He loves to flirt with fellow female recruits and often he jokes in combat, but when it comes down to the mission he sees nothing else. Many times he's refused to set a bomb until he's known everyone is out.
History Terrance is one of those guys you never thought would amount to much, he was a ladies man and what he studied was more 'extra curricular activities' than what school taught. Although the man loves explosions, so one class he paid attention in was science. Two things got him excited girls and explosion --- he often joked an explosive girl would be the one he finally settled down with.
When not in school he would be building questionable devices for only the explosion. Yet he always made sure to calculate risk factor. Unfortunately he sometimes figured doing these experiment when drunk and or stoned was a good idea. All ideas of common sense went out the window as time and time again he ended up making explosion too huge, miscalculating details like trajectory and overall amount of explosive to use. It really didn't help matters he was from a rich family who could provide such components as dismantled C4, Claymore Mines and even Grenades.
Well such highjinks like blowing up his own house partially didn't bode well with his neighbourhood who swore the kid was the 'Mad Bomber' who had no care of whom he hurt. Amazingly no one was ever hurt, but the final straw came in Summer of his 20th birthday. Wanting to impress a local girl he made a bomb when drunk to put close to her exes house, she wanted the 'bastard to shit his pants'.
Following through with this he set the bomb and blew up just half of the house, unfortunately he had chosen to not be just drunk while making this bomb but be getting pleasured in act, because of this he poured too much powder in.
Luckily Sam survived, not lucky his parents didn't like their house being a smouldering ruin.
It was off to prison for Terrance, even in prison he kept reading about bombs, stopping any abuse from fellow inmates with small booms.
He gained a reputation in the house for being a little obsessed with explosions, often voting for action movies on movie night.
When the day finally arrived for his case he was whisked away without warning while blind folded. The journey was incredibly bumpy and no one spoke.
Finally he was taken and blindfold was removed.
The offer was simple, he was a young prodigy when it came to explosives and they wanted him to join. They promised all details from his Criminal Record be removed he just had to swear to serve The Terran National Government and follow all the orders he was given.
Prison sucked and he liked ideas of more bombs, so he agreed.
He's grown up considerably in past few years, although he's still a playboy and still loves explosive. Although what is new is his incredibly patriotism and loyalty for the Government, he often risks himself to finish a mission. He's been trained in use handgun and semi-automatics. His code name is Vandal and though he works for this group he prefers to subdue an opponent rather than murder them.
Terrance is equipped with a stronger suit built to protect from radiation, gas and even low level explosions -- which in normal circumstances would remove a persons limb. -- it also can withstand extreme levels of heat.
Terrance Verton swaggered into the bar, his eyes looking around for a suitable partner. Drinking, flirting, fucking, it didn't matter which. He was a gregarious sort, so he decided to start with the first one, as it could lead to either of the other two if he played his cards right.
Terrance Verton settled his gaze on Aerilyn behind the bar, and crossed the room towards her with long, confident strides. "Hey, where's everyone for Happy Hour? I realize you can't afford to advertise what with all the fighting, but come on! I'll even buy for you and we can drink together."
Terrance Verton sighed. "I can understand that. I've heard what happens here. Everyone does. Still, the only other bar in town is a trap those frakkin' Aschen use to fund their terrorism, and I need a goddamn drink." He flashed one of his smiles, the kind he knew would change a female's mood for the better. "Seeing as you're behind the bar and I'm not, it made sense that you were the tender. My bad. Usually, bouncers are out and about, the better to get to the unpleasant ones."
Terrance Verton grinned and held out a hand. "Terrance." He then withdrew it and looked around for a while before seeing the touch-screen order menu. "Well, that explains a lot. I can see how you wouldn't have room in the budget for a flesh and bones tender.  He punched in an order for a Corona with lime, and within seconds started sipping it. 
Terrance Verton made a face halfway through the bottle. "Well, you know as well as anyone that alcohol messes up your judgement. So I use this to get me started and to remind me that the next ones should be more pleasant experiences. My mind may not remember, but my body will. Plus, the taste means I drink it slower, which means I drink less overall."
Terrance Verton looked over at the newcomer. "Water?  Besides, apparently the tender is offline or something. Maintenance happens." He took another swig of Corona, and made another face. It was rather amusing how he managed to find a