Voice of the Customer and Workplace Design at JC Decaux

JCDecaux, a multinational corporation known for its bus-stop advertising systems, billboards and other outdoor advertising solutions, commissioned us to undertake a Voice of the Customer exercise across all key operating functions in the business in preparation for a planned workplace transformation project.

As seen across many organisations, the pandemic forced adoption of new ways of working and so companies have had to reimagine their workspaces and reframe their models to optimise the way in which offices are used. JCDecaux was at the start of this journey when they engaged us as they were keen to capture the perceptions and ideas from their workforce on how the office space could be optimised. We undertook a series of 1:1 interviews and used our signature methodology, Lean Six Sigma, to not only design very pointed and valuable questions, but also to make sense of the data captured and categorise and prioritise it so that it provided valuable insights. This information fed into the strategy and design of the new workplace and was a great success as everybody was engaged in the process and felt listened to.

Find out more about our Voice of the Customer programme here.