Innovation
Olympus
We helped a global medical equipment manufacturer build unique customer experiences, create an innovative portfolio of products and services, and develop internal capabilities and a culture of innovation by establishing an interdisciplinary team and implementing systemic innovation tools and processes.
Challenge
Our client was a leading global manufacturer of medical equipment used in endoscopic procedures. The company faced the challenge of creating a unique customer service experience in the Central European market to strengthen its competitive position and increase customer loyalty. A key objective of the project was also to develop an innovative portfolio of products and services that would respond to the rapidly evolving needs of the medical market.
Additionally, an important aspect of the initiative was to enhance the organization’s internal capabilities by forming an interdisciplinary team of employees and managers. This team was expected not only to implement innovative solutions effectively but also to apply Human-Centered Design (HCD) principles in the design and development of services and products.
Approach
To achieve the project’s objectives, we applied methodologies such as Design Thinking (DT), Service Design, and Human-Centered Design (HCD). This allowed us to gain a deeper understanding of existing customer service processes and obtain valuable insights into the experiences of various stakeholder groups, including patients, medical personnel, technical staff, and healthcare administrators.
As part of the project, we conducted detailed analyses and field research, including more than 50 interviews and observations in medical facilities. These activities enabled us to identify key challenges and areas requiring optimization.
To develop the competencies of the client’s team, we organized a series of hands-on training sessions and workshops. These workshops, held in Poland and the Czech Republic, were based on real challenges faced by the organization. Participants had the opportunity to work on concrete problems, equipping them with practical skills in developing innovative solutions and designing customer experiences.
Piotr Nejman
CEO of Salto Strategies
Results
As a result of the project, we not only developed specific product and service solutions but also contributed to fostering a culture of internal innovation within the organization. We established a strong, interdisciplinary team of experts with practical competencies in Human-Centered Design and customer and patient experience design. Through a series of training sessions and workshops, employees gained skills that enabled them to independently identify challenges and create innovative solutions, serving as a catalyst for further organizational development in an innovation-driven direction.
Additionally, we introduced internal processes and tools to support a systematic approach to innovation, including a resource library, design tools, and a dedicated workshop space. These initiatives allowed the team to test and refine new ideas more efficiently, following an iterative and customer-centric approach.
The analyses and field research—including 50 interviews conducted across two countries—provided valuable insights into the daily challenges faced by doctors, nurses, and other healthcare professionals. Based on these insights, we created a portfolio of innovative products, services, and new business models that effectively address user needs and strengthen the company’s competitive position.
As part of the developed solutions, we introduced:
- Mobile applications and digital tools enabling real-time feedback collection from users,
- Medical equipment monitoring systems to allow continuous oversight of device status and prevent malfunctions,
- An educational platform for medical staff, supporting skill development and training,
- A service tracking platform to improve communication between the repair service and healthcare facilities,
- Optimization of service processes aimed at reducing repair times and increasing operational efficiency.
Through these efforts, the company not only introduced innovative solutions to the market but also built an internal foundation for long-term innovation development, engaging employees at various levels of the organization and strengthening their competencies in design thinking and innovation implementation.