Happiness Capital is a global venture capital firm within the hundred-year-old Lee Kum Kee Group with a mission to bring happiness to the community and the world through venture investments. As the founding Lee family progressed into the fifth generation, it wanted to diversify into a business that would also benefit the society, and impact investing emerged as an answer as it was a cause that resonated across different generations of the family. Happiness Capital undertook the pioneering initiative to co-create the “Happiness Return Framework” together with industry experts, addressing the issue of impact measurements often encountered in impact investing. The case examines how Happiness Capital defines and measures happiness with its proprietary “Happiness Return Framework,” as well as examining its investment strategies, process, performance, risk management, organization and governance.

The case is set in 2023, three years after HSBC HK overhauled the customer experience management system. Brian Hui (Head of Customer Propositions, Wealth and Personal Banking) and Renee Yung (Head of Customer Experience & Relations, Wealth and Personal Banking) read the latest survey results and saw significant improvement in HSBC’s net promotor scores (NPS) regarding competitive performance. Brian and Renee were interested in understanding how the new customer feedback system had contributed to these achievements. More importantly, they wanted to find out how to extend the NPS system to the digital transformation of the bank’s services, how to extend the applications to other customer journeys, and how to refine the system with new technologies.

The case describes NPS as a customer feedback system, its implementation at HSBC to improve customer experiences, and the performance measures of customer experiences at HSBC Hong Kong.

KOODESIGN was founded in Hong Kong by Larry Koo and Natalie Chan in 2017. From its base in Hong Kong, KOODESIGN has managed global design projects for clients around the world, such as Philips, Whirlpool, and Softbank. All of those product designs then needed to be manufactured and brought to market. Accordingly, KOODESIGN also developed its Go-to-Market strategy to facilitate the process of moving a product from a design concept to a finished product ready to be launched in the market. KOODESIGN’s latest project was the design of an Automatic Transfer Switch (ATS) for a major, new client, Eaton, a global conglomerate with US$20 billion in annual sales. The product called the ATS MATSN was to be manufactured in China and was intended for the mainland China market. 
As the product design lead for KOODESIGN, Larry interacted extensively with Studio Blue, Eaton’s human-centric design team, and studied the Eaton Designer’s Guide to Visual Brand Language (VBL) that Studio Blue had shared with KOODESIGN. Natalie, on the other hand, had been in close communication with the ATS MATSN project team in China, which included product development, as well as sales and marketing. They also provided input on product design.
Over the course of the interactions that Larry and Natalie had with the respective parties, it became apparent that the priorities of the design team in the USA and the product development and manufacturing teams in China were not necessarily aligned. While KOODESIGN had an established Go-to-Market strategy, implementing that strategy varied across projects depending on the stakeholders involved in each project and their respective priorities. It was necessary, therefore, for Larry and Natalie to further vet the priorities of the parties involved with the ATS MATSN project and ensure that key elements of Eaton’s VBL were not compromised while also ensuring that the product could be manufactured and assembled in a cost-effective manner so as to be competitive in the China market. 

Davis Bookhart, the founding director of the Hong Kong University of Science and Technology’s Sustainability/Net Zero office has an HKD 50 million problem. Four years ago, a fund was created to build a position of institutional leadership in sustainability from the largesse of the university’s then president. Intended to pair students with research faculty and the university’s operations staff in the development of sustainable, smart solutions to campus problems, the resultant program transformed the university’s campus works into a living lab, offering an exploration of frontier problems in sustainability and an alternate pedagogical model to classroom teaching. Four years on, over 30 projects have been funded, with outcomes ranging from digitalizing the school’s registrar to using artificial intelligence to build a smart monitoring system for the campus’ bird population. Now, under new leadership and with its funding set to soon expire, Bookhart must reevaluate the living lab’s impact and address how the case for a living lab might be institutionalized. He must also grapple with a broader question of what the role of the university will be in supporting early-stage innovation in China’s now emerging Greater Bay Area?