Øresund agile 2009 workshop in customer collaboration

1. Customer collaboration and understanding Mads.Troels.Hansen@BestBrains.dk

2. Lets play a game Product Box Divide into groups Each group will make a Product Box Time to make the box: 10 minutes 2 minutes speech, where each group will sell the box to the other groups In the break make a vote on the best Box

3. Product Box debriefing Why does it work? Gives the customer a way to express their need when selling their product back to you Shows interaction between different customers or users Most likely the customers/users will focus on benefits instead of features when selling the box to you

4. Innovation GamesHow to use them?

5. Why Innovation Games? Gain new insights and deeper understanding of your customers Decision are made at the conscious and subconscious level Its fun 

6. The process for playing Innovation Games A market research process with a twist What are your questions? What will you do with the answers? What data is needed to answer these questions? Select and prepare for the right game. Acquire the data. Plan and play the game. Process/analyze the data. Take actions!

7. Individual knowledge

8. Lets play another game Remember the future Ask: How has the … helped you? Exercise: “Shape your Product” Same groups Use your Product Box 10 minutes Today Sep 1st Aug 1st

9. Remember the future debriefing Why does it work? Based on Cognitive psychology on how we think about the future From open ended “what will it” to “how has it…” Makes the customer think of very specific ways Shapes the product for the future The result Is it aligned with our roadmap? Do we share the same vision?

10. Different Innovation games

11. Where to use Innovation Games

12. Case: Customer Collaboration 6-7 years ago An visionary Dell Marketing manager wanted a system to manage their featured system in EMEA. Made a large system to manage all

13. Customer Satisfaction Mads.Troels.Hansen@BestBrains.dk

14. The Kano Model The Kano model was developed by Professor Noriaki Kano in the 80’s Theory of product development and customer satisfaction The Kano model offers some insight into the product attributes which are perceived to be important to customers.

15. The Kano model Needs change over time

16. Kano Model Voice of the customer