© 2015 Ness SES.

Digital innovation: Improving the customer experienceDo your customers expect more utility from your existing products?

Can you create additional value for your customers by satisfying their unmet needs?

….It is time for you to identify your opportunities for digital innovation

by James M A Williams, Director of Digital ServicesNess Software Engineering Services@Jwilliams_uk

© 2015 Ness SES. All rights reserved.

HeaderSubheader

© 2015 Ness SES.

Your Chal lenge What to Do

When your product is core to your business, innovation is required to meet the rising expectations of customers and compete in a dynamic market.

HOW TO INNOVATE BY ENHANCING EXISTING PRODUCTS

“My usabi l i ty and engagement are poor”

Perform an experience audit on your product and explore the user benef i ts of each feature and task . Focus on the most common tasks and streamline or redesign them to improve the customer exper ience.

“Leads are dropping out of the sales funnel and not convert ing”

Conduct an omnichannel touch-point assessment looking at the user journe y f rom onboarding to transact ion. Optimizat ion of outcomes can be achie ved by re -designing parts of the journe y to remove barr iers to posit ive outcomes.

“We don’t have a compel l ing presence on the ne west de vices and channels”

Experiment with the funct ional i t ies and capabi l i t ies that ne w de vices and channels of fer, us ing fast prototyping tools . Your exist ing product can be enhanced by understanding behavioral context and choosing channel speci f ic features with the highest impact for customers.

© 2015 Ness SES. All rights reserved.

HeaderSubheader

© 2015 Ness SES.

We improved engagement and conversions for an online retailer by acting on insights captured by an omnichannel experience assessment. The results focused on how to better engage customers through personalized product discovery and price comparison, with device-specific experiences.

© 2015 Ness SES.

© 2015 Ness SES.

Focus on customers’ unmet needsIdentify unmet needs during the journey mapping

and visualization exercises.

Understand the market opportunityMatch your initial ideas against

your analysis of consumer, industry

and technology trends.

Align product strategy with business and needs

Work with your stakeholders to gain the different

perspectives impacting business and product strategy.

Explore your competitive market, your constraints

and your opportunities.

Derive featuresCreate task flows of the product concept by

exploring key customer journeys to generate the

product feature set.

Define Minimum Viable Product (MVP)

Produce a feature value matrix that maps business value against user value and complexity - to output

a recommended action plan, timeline and definition of the MVP.

Prototype and user testBuild a concept prototype to validate with users and

stakeholders, obtain feedback, mitigate risk, create

confidence and reinforce your vision.

Once unmet needs have been identified, there follows an opportunity to create new experiences,

products or services to satisfy them.

HOW TO CREATE NEW PRODUCTS

© 2015 Ness SES.

Market Opportunity Analysis

StakeholderBuy-in

Unmet Needs of Customer

BusinessDrivers

Identify New Product

Opportunities

StrategyAlignment

Prototype Creation

User Validation

Prioritize MVP,Product Roadmap

DISCOVER ENVISION

HOW TO CREATE NEW EXPERIENCES, PRODUCTS OR SERVICES

© 2015 Ness SES.

© 2015 Ness SES. All rights reserved.

HeaderSubheader

© 2015 Ness SES.

We worked with an education company to re-imagine its enterprise solution for the needs of casual learners.

Competitors in the market were not serving those needs, so we sketched, prototyped and user-tested to capture the rationale for a minimum viable product.

© 2015 Ness SES.

© 2015 Ness SES.

For more information, visit ness-ses.com SOFTWARE ENGINEERING

SERVICES

EXPERIENCE ENGINEERING

PRODUCTS & PLATFORMS

Actions Generate New Data

Insights Become Actions

Data Becomes Insights

DATA ANALYTICS

In order to create seamless user experiences and support a Digital Transformation journey for current and emerging channels, Ness has one connected team with fully integrated design, software development and data analytics services.

NESS BRINGS IT ALL TOGETHER