The IKÉ Asistencia Case: How Nano Thinking Helps a Leading Assistance Company Reimagine the Experience for Customers and Service Providers

At Nano Thinking, we help companies turn innovative ideas into implementable strategies that strengthen their value proposition and create meaningful customer experiences.

In a Traditional Industry, IKÉ Chose to Innovate

IKÉ Asistencia, a leading assistance services company with operations across Argentina, Mexico, Brazil, and Colombia, decided to take a step further by positioning customer experience as a key competitive differentiator.

In this context, IKÉ partnered with Nano Thinking, a consultancy specialized in customer experience design, to lead a co-creation workshop focused on developing agile, actionable solutions for the company’s main opportunities and challenges.

The Methodology: Design Thinking Applied to Customer Experience

The workshop brought together collaborators from multiple areas within IKÉ with one clear objective: to strengthen the company’s value proposition, optimize the customer journey, solve critical pain points, and enhance emotionally significant moments throughout the customer experience.

Using the Design Thinking methodology, we developed powerful questions to guide the ideation process:

How might we…

• …improve the perceived value of our services?
• …drive cultural change in an industry that has not traditionally prioritized CX?
• …draw inspiration from other cultures to design innovative and unexpected solutions?
• …improve customer retention and conversion in a sustainable way?

The Result: From Ideation to Action

The workshop generated more than 20 concrete ideas, organized into 8 key themes. Through a collaborative voting and prioritization process, we selected the three initiatives with the greatest potential impact to further develop in a future project phase.

But this was only the beginning.

The true value lies in transforming ideas into implementable actions that generate measurable business results.

Is Your Company Ready to Transform Its Customer Experience?

At Nano Thinking, we help organizations rethink the way they connect with customers and turn innovation into strategic impact.

Contact us and discover how we can help your organization create meaningful change through customer experience.