Big Wins
  • Culture change to build Human-Centered Design capability within Lean Six Sigma tradition
  • Launching “Lean Digital” core offering with Human-Centered Design as one of four pillars
  • 10x year-over-year increase in customer projects that incorporate Human-Centered Design
LUMAtic Big Win Icon
  • Illustration of globe with flags on different continents, to represent clients worldwide.

    780

    Clients worldwide

  • Three circles with commerce icons representing different industries.

    9

    Industry verticals of deep domain expertise

  • Simple icons showing three people.

    77,000+

    Employees

  • Simple icon of Earth showing a continent

    22

    Countries

  • Simple icon of a money bag with a $ sign on it.

    $2.57B

    Annual revenue

In 2012, as the world started changing from a digital and technology standpoint, that gave us an opportunity to really reimagine the future for us and our clients. It was the right time to bring in something that focuses on the one thing that isn’t going to change, which is the human. We needed a method that gave our people a framework to instill a cultural revolution. That's why Design Thinking became the obvious choice.

Gianni Giacomelli

Senior Vice President and Chief Innovation Officer, Genpact

Scope of Engagement
  • Fundamentals Workshop icon

    Fundamentals Workshop

  • Advancing Workshop icon

    Advancing Workshop

  • Facilitated Sessions icon

    Facilitated Sessions

  • Practitioner Certification icon

    Practitioner Certification

  • Facilitator Certification icon

    Facilitator Certification

  • Instructor Certification icon

    Instructor Certification

  • LUMA Workplace icon

    LUMA Workplace

  • Resources icon

    Resources

  • Materials and Logistics icon

    Materials and Logistics

  • Enterprise Access icon

    Enterprise Access

While Six Sigma is heavy on data and data-driven predictions as drivers of value, Design Thinking adds an emotion- and experience-capturing mechanism. True value is in the eye of the customer. If you've not explored their experience and their emotion and you only focus on past data, then imagine the digital disruption world where past data is irrelevant to the future. If you've not bothered to figure out what matters to people sitting in that future, then you will never create solutions that are relevant for the problems of the future.

Shalu Manan

Vice President Learning and Development, Genpact

Photo Vertical bar chart showing the number of customer projects incorporating Human-Centered Design increased from 0 in Q1 2015 to 10 in Q1 2016 to 100+ in Q1 2017, with 2-3 new requests per week.
Vertical bar chart showing the number of customer projects incorporating Human-Centered Design increased from 0 in Q1 2015 to 10 in Q1 2016 to 100+ in Q1 2017, with 2-3 new requests per week.

Outcomes

Luma Outcomes

10-fold increase in customer projects incorporating Human-Centered Design

1,000+ employees, primarily customer-facing teams, trained in LUMA System

9 employees certified as LUMA instructors to build long-term capability

Culture change around Human-Centered Design across the entire company

We are now a different company. One of the reasons why is because Design Thinking is really fundamentally one of the four pillars of our new approach, called Lean Digital, for solving problems for our clients. Every person that goes out every day actually has Design Thinking in their framework. For a professional services company, this is huge.

Gianni Giacomelli

Senior Vice President and Chief Innovation Officer, Genpact

You will win in the marketplace if you keep the customer right in the center of the design of your products and services. That’s why you start with Design Thinking. We have created the impetus for the entire organization to adopt it. Design Thinking has become part of the common language and the common lexicon of the company.

Shantanu Ghosh

Senior Vice President CFO Services & Consulting, Genpact

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