At Bouygues Telecom, innovation starts with users. Through InnoLab, more than 3,000 engaged contributors work hand in hand with internal teams to co-create the telecom services of tomorrow.
Since 2023, InnoLab has enabled Bouygues Telecom to confront its innovations with real-world usage by actively involving customers, employees, and partners. Over three years, the initiative proved its value by generating high-quality feedback and accelerating learning cycles.
However, a new challenge quickly emerged: how to move beyond episodic participation and build long-term, meaningful engagement.
The key challenge was therefore cultural as much as operational: turning contribution into a lasting innovation reflex rather than a one-off interaction.
To address these challenges, Bouygues Telecom partnered with Yumana to redesign and elevate the InnoLab platform.
The objective was clear: transform an already effective tool into a best-in-class collaborative innovation ecosystem, capable of orchestrating collective intelligence at scale.
Together, the teams reimagined the entire user experience and introduced new engagement dynamics, including native generative AI features and gamification mechanics. The platform was designed to be more fluid, more participative, and more rewarding, maximizing both the quality of insights and the longevity of community engagement.
With this new generation of InnoLab, Bouygues Telecom aims to establish a true community-driven innovation lab, where user voices play a central role in shaping products and services.
Even before its transformation, InnoLab was already delivering tangible results:
per year
By taking this new strategic turn, Bouygues Telecom strengthens its ambition to make InnoLab a living platform: one that embeds innovation directly into everyday usage and continuously connects teams with those who experience services firsthand.
"Yumana enabled us to deploy an innovation program that is truly accessible to everyone.
The platform, with AI embedded from the start, facilitates idea generation and offers original gamification that boosts engagement. User journeys are smooth and perfectly aligned with our community’s expectations.
Beyond the technology, what really makes the difference is the quality of the support: extremely responsive teams who work with us every day to continuously evolve the platform in line with our business challenges.
With Yumana, we have a trusted partner helping us imagine and build the innovations of tomorrow."
Mathieu Chondroyannis
Innovation Manager
Bouygues Telecom
InnoLab relies on Yumana’s platform to activate collective intelligence at the core of Bouygues Telecom’s open innovation strategy:
Ideate
Bouygues Telecom launches innovation projects to gather customer feedback through surveys, idea calls, and challenges.Interact Explore & Test With Yumana, every contribution becomes a catalyst for collective innovation, turning ideas into concrete, tested, and deployable solutions.
To boost both participation and insight quality, the new InnoLab integrates generative AI and advanced community engagement features powered by Yumana:
Starting from a simple idea, AI proposes multiple exploration angles, helping contributors challenge assumptions and uncover new perspectives.
AI supports contributors in structuring and enhancing their ideas, making them clearer, more compelling, and easier to share within the community.
Participants can speak their ideas or feedback, which AI then transcribes and structures which makes contribution faster, more natural, and more accessible.
Short formats such as polls, quizzes, and targeted idea calls activate the community, prioritize directions, and quickly gather actionable insights.
Each contribution earns points that can be redeemed in the InnoShop, reinforcing recognition and long-term engagement.
Several levers ensured the impact and sustainability of the InnoLab program:
through redesigned UX and intuitive user journeys
such as polls, quizzes, and short-form idea calls
to enhance both the volume and quality of contributions
via gamification and tangible rewards
with Yumana teams, ensuring continuous adaptation to business needs
Together, these elements transformed InnoLab into a high-impact open innovation program powered by an engaged and loyal community.
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