Who Uses LSP? A Google Case.

In 2015 Google Ads Operations team in Dublin serving Small and Medium size Businesses was facing a significant challenge: low customer satisfaction scores. Despite their best efforts to improve their services, they were still not achieving the desired results. In an effort to address this issue, the team decided to turn to LEGO® Serious Play® (LSP) to help them come up with a new strategy.

The team began the LSP workshop by defining the problem they were facing and the desired outcome they wanted to achieve. They then used a series of exercises, includi

ng building LEGO® models and storytelling, to generate new ideas and insights. Through this process, the team was able to identify key areas for improvement and develop a comprehensive strategy to increase customer satisfaction.

In the following six months, the team implemented the new strategy and closely monitored the results. To their delight, customer satisfaction scores increased from 87% to 92%. The team attributed this success to the collaborative and creative problem-solving process facilitated by LSP. The team members also reported feeling more engaged and invested in the new strategy because they had played a significant role in its creation.

Other Companies

Danske Bank: Danske Bank used LSP to help teams better understand customer needs and develop new services and products to meet those needs.

Shell: Shell used LSP to help employees from different parts of the organization work together to find new solutions to business challenges.

Johnson & Johnson: Johnson & Johnson used LSP to help teams improve their problem-solving skills and generate new ideas for product development.

McKinsey & Company: McKinsey & Company used LSP to help teams better understand complex business problems and develop innovative solutions to them.

Ericsson - The telecommunications company used LSP to re-evaluate its corporate strategy and identify new business opportunities.

Procter & Gamble - The consumer goods company used LSP to improve collaboration and innovation within its teams, leading to the development of new products and market opportunities.

Volvo Cars - The automaker used LSP to develop its product and brand strategy, leading to a more focused and customer-centric approach.

National Health Service (NHS) - The UK's public healthcare system used LSP to engage employees and improve patient care by involving them in the design and implementation of new services.

Nike - The athletic apparel company used LSP to identify new opportunities in sustainability, leading to the creation of more environmentally friendly products and initiatives.