Designing for Sustainable Behavioral Change
Project Challenge
Adidas was in the midst of a cultural shift—from being sales-driven to becoming customer experience-driven. The challenge was to empower the Customer Experience team to design emotionally resonant, purposeful customer journeys both in-store and online.
Context
Adidas invited Kaospilot to its global headquarters to help embed experience design capabilities into their CX team. The initiative targeted both broad inspiration and deep, practical application.
Description
The project began with a high-energy trend talk and introductory workshop for 90+ CX professionals, followed by a two-day immersive lab for 24 selected participants. Through hands-on experience design, participants tackled real challenges, moving from research to prototyping fully developed experiences.
Change / Outcome
- Five teams moved through a full experience design cycle, from insights to live prototypes.
- Participants learned to set emotional and intentional outcomes for the customer journey.
- The project catalyzed a shift in mindset—reframing CX from transactional to transformational.
The Kaospilot Experience Design workshop helped our teams gain a different perspective on what it means to design meaningful experiences. What is it that matters? How does it feel? What does it change? It was both inspirational and motivating
– Patrick Schenck, Retail Innovation, adidas