Water and Environmental avp.aalto.fi Engineering Week 5: - PowerPoint PPT Presentation

WAT-E1010 - Introduction to Water and Environmental avp.aalto.fi Engineering Week 5: Entrepreneurship

Program of the day 09:15 Introduction 09:30 Analysis of customer data 11:00 Innovating a solution 12:00 End

Business research phases 1. Gather info 2. Analysis 3. Use • interviews • categorization • design • surveys • storytelling (affinity map) • observations • mindmap • presentations • prototyping • stakeholders • Pitching • alfa testing • customer journey • marketing • beta testing • customer feedback

Value proposition canvas A tool for business developers

Producing Serving the customer the offer The bottom line

Decision Value = Cost Experience Outcome Problem Your offering User/customer Your responsibility

Analysis tools • Turn your customer data into customer insights • Takes effort • There are tools/methods to help you • We will practice two tools today – Affinity map – Stakeholder analysis

Affinity map • Fancy term for “grouping Post -It notes on a whiteboard” • Used to structure large masses of data • Find patterns, connections, etc

Analysis

Exercise 1 • Affinity map of your data • 20 minutes • Each team occupies a small working space

What to look for • Recurring patterns – Multiple persons voicing similar opinions – Note: differences in vocabulary, etc • Connections – Things that seem to be related – Time, location, feeling, .. • Sum of parts – Different persons discussing different parts/aspects of the same phenomenon

Håkan Mitts Image CC https://www.flickr.com/photos/anyway/

Basic components • Timeline – Interactions happen in a certain order – Cause <-> effect, pre-requisites, .. • Touch point – Where business and customer meet – Can be physical, digital, indirect, etc • Between touchpoints – Customer decision!

Example - haircut Add-ons Find and Customer book a time relationship Buying Route impulse Returning Haircut customer

http://www.servicedesigntools.org/tools/8

Exercise 2A • Choose a stakeholder • Create a first version of that stakeholder’s journey

What is the overall Customer Experience (CX, UX)? • Customer experience is created by the complete journey • Impact of individual touch points defined by quality of meeting and importance • It is not “the sum of all experiences”, it works more like multiplication • Can be measured (with some reliability)

Customer journey vs experience Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9    

Exercise 2B • For your customer journey, analyse the customer satisfaction at each point • Time: 10 minutes

Exercise 3 • Based on your observations, create a user profile • Identify customer segment • What is the problem? • What is the good outcome?

5 minute break

Exercise 4 • Brainstorming solutions • Solutions to the issues you have in your VPC • 50 solutions in 5 minutes • 10 solutions/person = 1 solution/30 seconds • 1 idea/Post-It • Describe idea in 4-6 words

Exercise 5 • Affinity map of your brainstorming ideas • Out of the set of ideas create/choose 5/6 best ideas – Same number as you have team members today in class • 15 minutes

Exercise 6 • Create solution = your business offering • Write down customer, problem, offering and outcome