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

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Dec 09, 2023 528 likes •796 views

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

SLIDE 1

avp.aalto.fi

WAT-E1010 - Introduction to Water and Environmental Engineering

Week 5: Entrepreneurship

SLIDE 2

Program of the day

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

SLIDE 3

Business research phases

1. Gather info
interviews
surveys
observations
prototyping
alfa testing
beta testing
customer feedback
2. Analysis
categorization

(affinity map)

mindmap
stakeholders
customer journey
3. Use
design
storytelling
presentations
Pitching
marketing

SLIDE 4

Value proposition canvas

A tool for business developers

SLIDE 5

Serving the customer Producing the offer

The bottom line

SLIDE 6

Problem Outcome

Value

Decision Cost Experience Your offering User/customer

Your responsibility

SLIDE 7

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

SLIDE 8

Affinity map

Fancy term for “grouping Post-It notes on a

whiteboard”

Used to structure large masses of data
Find patterns, connections, etc

SLIDE 9

Analysis

SLIDE 10

Exercise 1

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

SLIDE 11

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

SLIDE 12

Håkan Mitts

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

SLIDE 13

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!

SLIDE 14

Example - haircut

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

SLIDE 15

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

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Exercise 2A

Choose a stakeholder
Create a first version of that stakeholder’s

journey

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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)

SLIDE 20

Customer journey vs experience

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9

   

SLIDE 21

Exercise 2B

For your customer journey, analyse the

customer satisfaction at each point

Time: 10 minutes

SLIDE 22

Exercise 3

Based on your observations, create a user

profile

Identify customer segment
What is the problem?
What is the good outcome?

SLIDE 23

5 minute break

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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

SLIDE 25

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

SLIDE 26

Exercise 6

Create solution = your business offering
Write down customer, problem, offering and
utcome