Transform or Evolve?

PowerPoint Presentation

23.02.2016Transform or Evolve?

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Are you sitting comfortably?

+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978

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You shouldnt be


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Stagnation = Risk



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Source: Shutter Stock


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Source: www.astronomygcse.co.ukEverything want to be in the lowest state of energy with the least amount of disorder.Third Law of Thermodynamics


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Source: IMDB.Com


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WRONG


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Eewei Chen, @ultraman


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Source: YouTube.com/RadDan


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Everything Changes


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Transform

Evolve


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Transform

Do differentStep changeSystemsProcessesToolsPeople


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Source: Word of DTC Marketing


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Stagnation = Risk


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Evolve

EnvironmentPoliticsEconomySocietyTechnologyCUSTOMERS


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Feel Good, Be Comfortable, Less EffortSource: The Simpons


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WhoWhereWhatWhyHow


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Exploration

New ideasStep changeDont know where or whenHigh risk, high reward

Exploitation

Continuous improvementBetter outcomesLess wastageEvolutionLow-med risk, Low-High Reward


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1. Discover


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Generative Product & Market ResearchGenerative Product ResearchGenerative Market Research QuestionsHow can we solve the problem?What form should this take?How important is the design?Whats the quickest solution?What is the minimum feature set?How should we prioritise?MethodsSolution interviewContextual inquiry/ethnographyDemo pitchConsultingCompetitor analysis and usability testingQuestionsWho is our customer?What are their pains?What job needs to be done?Is our customer segment too broad?How do we find them?MethodsCustomer discovery interviewsContextual inquiry/ethnographyData miningFocus groups*Surveys* (open ended)* Not recommended


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Evaluative Product/Market ResearchEvaluative Product ResearchEvaluative Market ResearchQuestionsIs this solution working?Are people using it?Which solution is better?How should we optimise this?What do people like / dislike?Why do they do that?MethodsPaper prototypesClickable prototypesUsabilityHallwayLiveRemoteFunctioning productsAnalytics Surveys* Net Promoter ScoreProduct/Market Fit Survey*Not recommendedQuestionsAre they really willing to pay?How much will they pay?How do we convince them to buy?How much will it cost to sell?Can we scale marketing?Methods5 second testsComprehensionConjoint AnalysisData mining/market researchSurveys* (closed)*Not recommended


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2. Define


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Ask the right questions


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Ask the right questions

Who are we building for?What is their purpose?What are their wants and needs?What are the problems and challenges they face?How does our solution fit into their lives and the jobs they need to get done?


Set your hypothesis:

If I do X, Y will happen


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3. Design, test, implement


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Task:

Reduce Complaints and Reworks


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If you see there is a problem with a customers policy. Find out how to fix it and then pick up the phone and tell them:What the problem wasHow it will be resolvedHow long it will take to resolve itWhen you will call them back once it is fixed.

Pick Up The Phone


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If you see there is a problem with a customers policy. Find out how to fix it and then pick up the phone and tell them:What the problem wasHow it will be resolvedHow long it will take to resolve itWhen you will call them back once it is fixed.

Pick Up The Phone

Reduction in complaintsReduction in reworksReduction in box lossesBetter Staff engagement resultsBetter Customer Satisfaction results


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4. Measure and improve


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Ask yourselves

Was my hypothesis right?If yes, what was the impact to the businessIf no, why wasnt it rightWhat have we learnt?How will we do differently next time?


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How will we do differently next time?


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Source: www.astronomygcse.co.ukEverything want to be in the lowest state of energy with the least amount of disorder.Third Law of Thermodynamics


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Source: IMDB.Com


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Are you sitting comfortably?


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Good, then you can begin


Problem solved.0131 561 7300

[email protected]

@EstherBCM @BCM_Tweets


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Business

Transform or Evolve?