All Good Things Start with Our Customers Smoking Crack with Our Customers.
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Transcript of All Good Things Start with Our Customers Smoking Crack with Our Customers.
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”