All Good Things Start with Our Customers

Smoking Crack with Our Customers

Story of Stalking, Speed Dating, Smoking Crack, and Snowmen.

Didn’t always know what we were doing but we did it with purpose.

Our Purpose:

To deliver technical and innovative solutions that enhance the quality of life of people with

disabilities.

Strategy

“Strategy, Smategy, you’re smoking crack”

Getting to Know our Customers

“Its Not Sausages and Toothpaste!”

Getting to Know Our End Users

Freedom to compete

Freedom to have fun

Freedom from anxiety

Freedom from

prejudice

Ride

Connectivity

Health

End User Emotional Need States

“Users aren’t the economic buyers, you shouldn’t be talking with them, you’re

smoking crack”

Getting to Know Our End Users

Getting to Know Our Customers

WheelchairManufacturer/

Designer

Therapist/Prescriber Client/End User Provider/Dealer

• I want my products to stand out

• Programming needs to be easier

• I want the electronics to be able to be personalized

• Costs are increasing but revenue isn't

• I don’t have time to properly set up my client’s chairs

• The electronics make me feel stupid

• Solution needs to meet all of client’s current & future needs, and be flexible

• I need stuff that’s simple

• I want to feel confident driving my chair

• I need to know what's gone wrong and what to do if something goes wrong

• I want to stop damaging my home

• I want to be seen for who I am and what I do

• I need programming to be easier

• There are too many systems to deal with

• Set up and maintenance needs to be simple

• I want to control my costs and manage my cash flow

Value Chain Personas

Wheelchairs Are a Gateway …

Connectivity - Wheelchairs and Beyond … Serious Crack Problem

Advise

Culture – Good to Great

Purpose, Leadership, Values, Excellence

Measuring Progress - Business Fitness

2008 Results320

2010 Results495

2011 Results606

2012 Results625

2013 Results688

2014 Results 698

Speed Dating with Our Customer

KPIs – 2 x Customer, 1 x Excellence

NPD – LiNX and Agile

Goal June 2014:

•22 Products•4 yrs•US$16M “New” Goal July

2014:

•22 Products•2 yrs•US$8M

NPD – LiNX and Agile

Accidentally SAFe … or, 100s & 1000s and Licorice Allsorts

LiNX Bubble•Agile approach•11 x scrum teams•10 x 10 wk Integration Milestones

NPD – Preaching to the Converted

What’s great about Agile?

Customer centric ... Very G2

Product Owner concept

Iterative / Flexible even in regulatory space

Visible

Good and Bad – lots of prototypes, some customers

not sure how to deal with

Helps us challenge ourselves and the way we work

broadly

Stay the Course... Smoke crack

Crack or Snow

“This is a snow flake”