You can’t just talk about innovation. You must be making it. At the Economist’s Innovation Forum, Matthew Bishop famously said, “The pace of change will never again be as slow as it is today.” This means that companies need to evolve the way we generate ideas, prioritize and refine concepts, and develop them into new service offerings that people will love. The days of just creating amazing design visions with great principles and inspirational concepts are over because that creates zero value for companies if it isn’t implemented, tested and made real. In this session, you’ll be inspired by our service design-led approach to innovation and learn how to apply it to your organization.

1. DREAM, DESIGN, DO:
From
imagination
to market

3. THINGS ARE ONLY INTERESTING WHEN…

5. Source: YouTube—https://www.youtube.com/watch?v=2l7TWkpDOmQ

6. INSPIRED CHANGE
Source: Reach into virtual reality with your bare hands—https://www.leapmotion.com

7. Source: Europe’s The Gadget Show covers the "Board of Imagination”
https://www.youtube.com/watch?v=VhTi59epA_c

8. Source: FJORD—https://www.fjordnet.com/workdetail/visualizing-oil-and-gas-drilling/

9. I N N O VAT I O N
W H O ' S D O I N G I T B E S T

10. DESIGN & INNOVATION
2017 WORLD’S 50 MOST INNOVATIVE COMPANIES
RANK +/- COMPANY
1 5 Amazon
2 – Google
3 4 Uber
4 5 Apple
5 38 Snap
6 2 Facebook
7 5 Netflix
8 – Twilio
9 – Chobani
10 19 Spotify
11 – Alibaba
12 – Tencent
13 – Xiaomi
14 – BBK Electronics
15 13 Huawei
16 – Dalian Wanda
17 31 AirBnB
Source: Fast Company—https://www.fastcompany.com/most-innovative-companies/2017
The 10th Edition of Fast Company’s Rankings
RANK +/- COMPANY
18 1 Buzzfeed
19 – Open Whisper Systems
20 – Illumination Entertainment
21 – IBM
22 – Vivant Smart Home
23 26 Slack
24 – Glossier
25 – Kenzo
26 – Clique Media Group
27 – Hypebeast
28 – RewardStyle
29 – GoFundMe
30 – TaskRabbit
31 – Microsoft
32 – Orbital Insight
33 – One Medical
34 – Farmers Business Network
RANK +/- COMPANY
35 – Adobe
36 – Casper
37 – Thinx
38 – Rest
39 – Marriott
40 – Medtronic
41 – Nvidia
42 – Pledge 1%
43 – The Home Depot
44 – Headspace
45 – Related Companies
46 – Celmatix
47 – MailChimp
48 – Beyond Meat
49 – Simplify Networks
50 – Drone Racing League
— WHO'S DOING IT BEST

11. DESIGN & INNOVATION
More than two out of five advanced internet
users are interested in having the biggest
tech companies provide them all the
products they need, across all types of
product categories – from care to cars.
_
TREND: BIG TECH FOR ALL
Source: Ericsson ConsumerLab, 10 Hot Consumer Trends 2017. Base: 7,138 advanced internet users aged 15–69 in Berlin, Chicago,
Jakarta, Johannesburg, London, Mexico City, Moscow, New York, San Francisco, S.o Paulo, Shanghai, Sydney, Tokyo and Toronto
— WHO'S DOING IT BEST

12. DESIGN & INNOVATION
01: AMAZON
COMPANY INFO
Ranking 2017: 1st
Ranking 2016: 6th
Industry: E-Commerce,
Cloud Services
Valuation: $408 billion
Valuation: In 2016 Amazon
became the fastest company
ever to reach $100 billion in
annual sales.
INNOVATION
Pioneering delivery drones: Prime Air is a cargo
airline and conceptual drone-based delivery
system currently in development by Amazon. Its
first delivery was made in Dec 2016.
Revolutionary bricks & mortar store: Amazon
showcased the Amazon Go concept in Seattle.
Amazon Go is its grocery store of the future with
no cashiers, no registers, and no lines.
Warehouse robots at scale: Amazon bought a
robotics company called Kiva Systems in 2012 for
$775 million. In Jan 2017, Amazon announced
that it now has 45,000 robots across 20
fulfillment centers.
Developer access to Alexa: Amazon released
three new AI tools called Lex (conversational
technology behind Alexa), Polly (text-to-speech)
and Rekognition (image processing).
FAST COMPANY
A RAPID EXPANSION OF
PRIME PLUS BOLD BETS IN
THE PHYSICAL WORLD ARE
ALLOWING THE RETAILER TO
OFFER EVEN MORE, EVEN
FASTER AND SMARTER.
“
— WHO'S DOING IT BEST
EVIDENCE via Washington Post on Whole Foods Market Acquisition
Amazon cuts Whole Foods prices in clear signal of
sweeping changes to come
Amazon will add Whole Foods’ private label products —
including 365 Everyday Value, Whole Paws and Whole
Catch — to Amazon.com, AmazonFresh and Prime Pantry.
Some Whole Foods stores will also begin adding Amazon
Lockers, where customers can pick up online orders or
drop off returns. They will also offer special discounts and
in-store benefits to Amazon Prime members.
NOTE: Jeffrey P. Bezos, the founder and chief executive of Amazon,
owns The Washington Post.

13. DESIGN & INNOVATION
AMAZON’S RECENT INNOVATIONS
— WHO'S DOING IT BEST
Amazon Go: the world’s most advanced shopping technology.
Amazon Go is a new kind of store featuring the world’s most advanced shopping technology.
No lines, no checkout – just grab and go! Learn more at http://amazon.com/go
AMAZON GO VIDEO: https://www.youtube.com/watch?v=NrmMk1Myrxc
AmazonFresh Pickup: groceries delivered to your trunk.
This service is a fast and easy way to order groceries, pick them up, and be on your way in
minutes. All you have to do is drive in…and drive out.
AMAZONFRESH VIDEO: https://www.youtube.com/watch?v=3Qge56XV2_A
Physical Store Experience

14. DESIGN & INNOVATION
AMAZON’S RECENT INNOVATIONS
— WHO'S DOING IT BEST
Amazon Prime Air: increased efficiency of package delivery.
A delivery system from Amazon designed to safely get packages to customers in 30 minutes
or less using unmanned aerial drones. Learn more at http://amazon.com/primeair
FIRST PRIME AIR DELIVERY VIDEO: https://www.youtube.com/watch?v=vNySOrI2Ny8
PRIME AIR VIDEO: https://www.youtube.com/watch?v=98BIu9dpwHU&t=4s
AmazonFresh Delivery: groceries delivered to your doorstep.
AmazonFresh delivers all your groceries from crisp greens to quality meats to organic snacks.
We carefully hand select all your food, and we’ve made ordering easy: just shop, select a
delivery time, and wait for your green totes to arrive!
AMAZONFRESH VIDEO: https://www.youtube.com/watch?v=YK9U-v6mEXE
Product Delivery Experience

15. DESIGN & INNOVATION
AMAZON’S RECENT INNOVATIONS
— WHO'S DOING IT BEST
Amazon Warehouse Robots for Fulfillment
In Jan 2017, Amazon announced that it now has 45,000 robots across 20 fulfillment centers.
KIVA ROBOT VIDEO: https://www.youtube.com/watch?v=cLVCGEmkJs0&t=25s
1,568,349 views
Amazon Echo & Alexa Devices
https://www.amazon.com/Amazon-Echo-And-Alexa-Devices/b?ie=UTF8&node=9818047011
Products and Logistics

16. I N N O VAT I O N
I S I T W O R T H D O I N G ?

17. DESIGN & INNOVATION
COMPANY 2006 MARKET VALUE 2016 MARKET VALUE PERCENTAGE (%) CHANGE
Sears $27.8B (4) $1.1B (9) -96%
JCPenney $18.1B (7) $2.6B (8) -86%
Nordstrom $24.2B (6) $8.8B (6) -64%
Kohl’s $24.2B (5) $11.0B (5) -55%
Macys $28.4B (3) $13.2B (4) -54%
Best Buy $12.4B (9) $8.3B (7) -33%
Target $51.3B (2) $40.6B (3) -21%
Walmart $214.0B (1) $212.4B (2) -1%
Amazon $17.5B (8) $355.9B (1) +1,934%
INNOVATION HAS PAID OFF FOR AMAZON
— IS IT WORTH DOING?

18. DESIGN & INNOVATION
Amazon’s business is delivering very rapid
revenue growth but not accumulating a huge
surplus cash or profits, because most of the
cash is being put back into expanding the
business further.
_
INVESTING IN INNOVATION
— IS IT WORTH DOING?

19. DESIGN & INNOVATION
TOP 100 COMPANIES:
REVENUE VS PROFIT
Source: 2017 Forbes Global 2000. http://www.visualcapitalist.com/top-100-companies-revenue-profit/
Retail
Oil & Gas
Automotive
Finance & Insurance
Technology
Pharmaceuticals
Healthcare
Telecommunications
Mining
Construction
Conglomerates
Consumer Goods
Beverages
Entertainment
Tobacco
IndustryScale/Key
CENTER DOT
$50B Profit
(Unfilled if profit is a loss)
OUTSIDE RING
$200B Revenue
Apple = Money Making Machine
Apple is unparalleled in its ability to
make money.
Margins, Schmargens
Walmart only brought in $14 billion
of profit off of a whopping $485
billion of revenue – a margin of just
2.8%. Meanwhile, fast-growing
Amazon was in a similar boat with
margins of 1.7%, largely provided by
its wildly successful AWS service.
— IS IT WORTH DOING?

20. DESIGN & INNOVATION
HOW THE TECH GIANTS MAKE THEIR BILLIONS
Source: Company Annual Reports—All figures FY 2016 except market capitalization, which is from May 11, 2017. See visualcapitalist.com
Revenue stream comparison of the five largest tech companies
Technology has taken over.
These five tech companies are the most valuable stocks in the U.S. market, worth a collective $2.9 trillion in market capitalization.
In 2016, these companies combined for $555 billion in revenue, and a $94 billion bottom line.
— IS IT WORTH DOING?

21. DESIGN & INNOVATION
A CLOSER LOOK HOW THEY ARE DIVERSIFIED
IT & Infrastructure
Artificial Intelligence
Hardware Devices
Communications & Messaging
Digital Media & Entertainment facebook.com/gaming
Connected Car & eMobility Transportation on
E-Commerce & Retail
FinTech & Payment Payments in
Navigation & Location Services Apple Maps
Advertising
— IS IT WORTH DOING?

22. I N N O VAT I O N
V S . D I S R U P T I O N

23. DESIGN & INNOVATION
TECHNOLOGY ALONE ISN’T THE REAL DISRUPTOR
Being non-customer centric is the biggest threat to any business.” – Alberto Brea
ONLINE RETAIL
Amazon did not kill the
retail industry. They did it
to themselves with bad
customer service.
INNOVATION: Pioneered eCommerce
platforms and logistic opperations.
Source: LinkedIn—https://www.linkedin.com/pulse/amazon-did-kill-retail-industry-alberto-brea
CONSUMER ELECTRONICS
Apple did not kill the
music industry. They did it
to themselves by forcing
people to buy full-length
albums.
INNOVATION: Pioneered the iTunes
store as a companion to the iPod which
allowed easy purchase and distribution
of digital music to apple devices.
SOCIAL NETWORK
Facebook did not kill
MySpace. They did it to
themselves by telling users
how to use their platform.
INNOVATION: Pioneered social platform
based on user feedback using White
Space management to allow users to
always be in control of what they want.
22%
78%
SEARCH ENGINE
Google did not kill the
online search industry.
They did it to themselves
by being too slow and
not as relevant.
INNOVATION: Pioneered what online
search could be to the point that its
name has even become synonymous
with the verb "search."
15%
85%
97%
3%
90%
10%
Amazon is 6x smaller
than Wal-Mart, but it has
a 22% share of US sales.
With 1.4B users,
Facebook has crushed
the competition.
Apple has 15% of the
smartphone business but
gets 92% of its profits.
Google controls the
online search sector.
DISRUPTION: As one of the most
popular media owners, Facebook
creates almost no content
DISRUPTION: As two of the largest software vendors, Apple and Google don’t
write very many apps compared to the ecosystem that supports them
DISRUPTION: As on of the largest
consumer online retailers, data is
actually Amazon’s most valuable asset
and users give it away for free.
VS. DISRUPTION

24. DESIGN & INNOVATION
DISRUPTION IS THE NEW NORMAL
A few more industry darlings that we can’t stop talking about
LODGING/HOTEL
Airbnb did not kill the
hotel industry. They did it
to themselves with limited
availability and pricing
options.
INNOVATION: Pioneered rental property
sharing and hosting platform.
VIDEO RENTAL
Netflix did not kill
Blockbuster. They did it
to themselves, with their
ridiculous late payment
fees.
INNOVATION: Pioneered streaming
video services
URBAN TRANSPORTATION
Uber did not kill the taxi
business. They did it to
themselves, with their
limited number and fare
control.
INNOVATION: Pioneered digital
ride-sharing experience
2%
98%
ELECTRIC CARS
Tesla is not killing the car
industry. They are doing it
to themselves by being
unable to change.
INNOVATION: Pioneered “high-end”
technology disruptions that involve
producing innovations that are “leap
frog” in nature.
90%
10%
52%
48%
Airbnb’s revenue represents
0.2% of the global hotel
industry business
Still small at the global
scale, but might take the
lead in most major cities
Apple has 15% of the
smartphone business but
gets 92% of its profits.
Dominates the advanced
electric car sector
DISRUPTION: As the world’s largest
taxi service, they don’t own any
vehicles
DISRUPTION: As the world’s largest
accommodation provider, Airbnb does
it without owning any real estate
DISRUPTION: As the world’s largest
movie house, Netflix doesn’t owns
any cinemas
2%
98%
DISRUPTION: As the leader in the
electric car space they have gained a
significant share of the market before
incumbents are able to offer a “me
too” product
VS. DISRUPTION

25. I N N O VAT I O N
H O W C A N YO U D O I T ?

26. #EQNX2016
100 DAY DESIGN & INNOVATION PROGRAM
SERVICE DESIGN-LED
100 Days of Innovation
The 100 Day D&I Program represents the next wave of digital
innovation methodologies that we offer our clients.
Its a coherent set of interdependent design processes that
dictates how a company can search for problems and deliver
innovative solutions like a start-up.
Why 100 Days?
We have observed that consequential solutions are very
difficult to accomplished in novel one week workshops, in
business-as-usual environments, or with teams lacking the
tools, knowledge and guidance they need to succeed.
100 days is the standard on how progress is measured, like
when a new CEO begins their role. It is also our answer when
asked, “How long does innovation take?”
We can confidently and boldly say that we can do this
together in 100 days.
INNOVATION FRAMEWORK
_
START-UP/DESIGN CULTURE
100 Days
Rapid Ideation—Rapid Prototyping
Diverse Team
Co-location
Right Tools
DESIGN-LED INNOVATION APPROACH
Service Design
People—Environments—Systems—Tools
Design Thinking
Agile Methodologies
DELIVER TANGIBLE THINGS
Backlog of Concepts
3 Top Service Concepts—20 Concept Ideas
One High Fidelity Prototype
Based on Top Service Concept
Service Roadmap

27. 100 DAY DESIGN & INNOVATION PROGRAM
INNOVATION TOOLS MATRIX
Problem Definition
Customer Insight Summary
Capability Analysis
Industry & Market Analysis
Critical Success Factors
Comprehension of Possible
Service Concepts
Customer Journeys
Service Roadmap
Prototype
Business Case/Model
Vision video
Immersive User Research
Stakeholder Interviews
Capability Analysis
Industry Research
Benchmarking
Business Analysis
Rumble
Proposition Development
Service Vision and Positioning
Customer Journey Mapping
Technical Feasibility Assessment
Concept Development
Fjord Trends
The Living Ecosystem
The Design Rule of 3
Fjord’s POV on Industry X.0
Industry & Market White Papers
Fjord & External Case Studies
The Love Index
Mindset Segmentation
Fjord & External Case Studies
Nudge Theory
Human UI
Innovation Centers
Service Design
Design Thinking
Brand Personality Design
Agile Development
Lean Product Management
Emerging Technology
Designing with Data
Design Intelligence
Designing for AI
Invisible UI design
Fjord Design Strategy Group
Fjord Evolution
Accenture Innovation Arch.
Chaotic R&D
Fjord SMEs
Start-ups & Industry Experts
Accenture Strategy
Accenture Technology
Accenture Digital
Accenture Interactive
DISCOVER PHASE—RAPID IDEATION DESCRIBE PHASE—RAPID PROTOTYPING
OUTCOMESGUIDEINSPIREEDUCATESUPPORT
TOOLSTO:

28. 100 DAY DESIGN & INNOVATION PROGRAM
ESTABLISH 100 DAY GOALS
Cultural Change
• Understand how to innovate in a
service-design led way
• Introduce design thinking and agile
methodology
• Create an understanding why
embracing risk and learning from
failure is important
• Understand how to become an
attractive partner for start-ups and
how to collaborate
• Use supporting digital tools like Box,
InVision, Adobe, GIT, JIRA,
Confluence, HipChat and more.
DEVELOP REPEATINITIATE
Co-Creation
• Generate many new concepts to be
added to Service Roadmap
• Formulate customer-driven, testable
and market reviewed vision
• Prioritize opportunities from an
economic and differentiation
perspective
• Arrive at one minimum lovable
service that is viable and has a good
market to be piloted in
• Make it real by building a high
fidelity front-end prototype
Continuous Innovation
• 100 days is just the preferred cycle, but in
reality, innovation should never end. This
program should be repeated 3 times a year,
per location, year over year.
• Document and share the outcomes of each
session so others can learn and benefit. Film
is a great approach (success and failure) to
tell the story how service innovation is
achieved
• Rotate fresh participants each session to
expose all aspects of the business to
innovation

29. 100 DAY DESIGN & INNOVATION PROGRAM
DYNAMIC 100 DAY STRUCTURE
Rapid Ideation
week
1
week
2
week
3
week
4
week
5
week
6
week
7
week
8
week
9
week
10
week
11
week
12
week
13
week
14
Uncover the real question
We don’t really know what we need,
but we want something tangible like a
prototype at the end
Rapid Prototyping & Validation
Introduce us
to the Process

30. 100 DAY DESIGN & INNOVATION PROGRAM
100 DAY CYCLE IS OUR BASE MODEL
Rapid Ideation
week
1
week
2
week
3
week
4
week
5
week
6
week
7
week
8
week
9
week
10
week
11
week
12
week
13
week
14
We can break this into 2 pieces and begin with
just the Rapid Ideation phase as an option
Rapid Prototyping & Validation
Challenge

31. 100 DAY DESIGN & INNOVATION PROGRAM
OUTCOMES THROUGH THE JOURNEY
200+
IDEAS
24
CONCEPTS
1
MINIMUM
LOVABLE
SERVICE
FRONT-END
DEVELOPED
PROTOTYPE
12
SERVICE
IDEAS
PROOF OF CONCEPT
PROTOTYPE 2.0
1
PROOF OF CONCEPT
PROTOTYPE
SERVICES
ROADMAP
3
SERVICE
CONCEPTS
GO OR NO GO FOR
DIGITAL PRODUCT CREATION
NEXT STEPS:
DEFINITION—DELIVER—PILOT

32. DESIGN & INNOVATION
STRUCTURE
What seems to
be the problem?”
Through different stages of a project,
different challenges occur every time.
The answer to this question can either
be the team’s observation or the
reason the client has come to us.
SOLUTION OUTCOMECHALLENGE
How about we try
this together?”
That is the moment where we suggest
a specific approach or a combination
to work together with the client.
Look at what we
have accomplished!”
Every process has a different outcome.
The extent of it depends on you and the
client’s expectation.
“ “ “

33. 100 DAY DESIGN & INNOVATION PROGRAM
100 DAY BREAKDOWN
week
-1
week
0
week
1
week
2
week
3
week
4
week
5
week
6
week
7
week
8
week
9
week
10
week
11
week
12
week
13
week
14
WEEKLY SOLUTIONS APPROACH (THEMES FOR EACH WEEK)
“Team Building”
“Prototype the Process!”
“Lean Customer Problem Statement”
“The Startup”
“Darwinism; Adapt or Die with the Dinosaurs”
“Building the Case”
0
1
2
3
4
5
“Google Sprint”
“Bring it to Life”
“Throw it out there!”
“Design Sprints”
“Oops, someone else did it!”
“Design Sprints”
6
7
8
9-10
*11
12-14

34. #EQNX2016
100 DAY DESIGN & INNOVATION PROGRAM
Prototype the
Process!”
WEEK 1 EXAMPLE
Introduction to
service design,
design thinking,
lean and agile
SOLUTION OUTCOMESCHALLENGE
– A lot of Ideas
– Some Concepts
– Prototype created
by the client
“

35. 100 DAY DESIGN & INNOVATION PROGRAM
PROTOTYPE THE PROCESS!
This is recommended for teams who want to have a taste of what is coming next
and what Fjord is doing. Although design thinking might appear frustrating at
first for linear thinkers, they accelerate towards the end.
PREPARATION
MEDIUM
PARTICIPANTS
4-6
FACILITATORS
2-4
TIME
3-5 DAYS
STAGE
DISCOVER
EFFORT
HARD
AFFINITY DIAGRAM
BANG A RANG
DOT VOTING
ROUND ROBIN
MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY
LIVING SERVICES
CONCEPT
POSTER
AGILE
LEAN
GUERRILLA
RESEARCH
INTRO TO
PROTOTYPING
TOOLS
PROTOTYPE

36. 100 DAY DESIGN & INNOVATION PROGRAM
‘100 Days of Innovation’
Program featured as a
top story in the Audi
2016 Annual Report
Surrounded by white boards
and concept posters, the
Innovation Sprinters brainstorm,
discuss, program, listen, test,
discard and improve. Audi
employees from five different
business divisions who are
looking for new approaches and
tools in Berlin that will make
Audi more agile, creative and
innovative in their digital
transformation.
http://www.audi.com/en/company/Business/2016_annual_report/courageous.html
Scroll down to the third section in the
story titled Innovation Sprint.
READ THE FULL STORY + VIDEO:

37. 100 DAY DESIGN & INNOVATION PROGRAM

38. 100 DAY DESIGN & INNOVATION PROGRAM
Trends
Investment & Open
Innovation
Research &
Development
Solution
Innovation
Use Case & Assets Industrialization
IDEATE
Through Thought
Leadership
SHAPE
Emerging
Technologies
PROTOTYPE
Through Applied
R&D Projects
BUILD
With Speed
and Agility
SCALE
Re-use with
Clients
INDUSTRIALIZE
Sale and
Delivery
FJORD
Trends Report
Research
Innovation Fund
Chaotic R&D
Immersive Reality
Creative Techs
25 Global Service
Design-led Studios
Showcase and
Content Creation
Partner through DPC
INNOVATION ARCHITECTURE
Source:Accenture—https://www.accenture.com/us-en/innovation-architecture

39. INVESTMENT IN ‘THIRD SPACE’
ENVIRONMENTS FOR CO-CREATION
Source: Accenture—https://www.accenture.com/us-en/company-dublin-innovation-centre-the-dock

40. T H A N K S !