Adapting for success revealing customers' needs with fit for purpose

1. Adapting for success:
Revealing customers' needs with Fit For Purpose
June 2019
Andressa Chiara
Marco Dubovski

2. Team Of Thought
Dubovski
Business
Flávio
Research
Renan
People
Andressa
Product
An initiative to promote
Mastery, Learning and Innovation
Samanta
Quality
#TOTinitiative

4. Lean Kanban and efficiency
CFD
WIP
Lead
TimeVelocity
Flow
Efficiency
Wait
time

5. Lean Kanban and efficacy
?

6. Lean Kanban and efficacy

7. Fit for Purpose

8. Three components

9. Três etapas

10. Purpose

11. Fit for purpose card
1) What was your purpose in choosing our product or service?
2) How much was this purpose achieved?( ) 5. My expectations were exceeded.( ) 4. All my expectations were fully met.( ) 3. My expectations were mostly met, but a few minor concerns
remained.
( ) 2. Some significant needs were unaddressed.
( ) 1. I got some value, but most of my expectations were unmet.
( ) 0. I found nothing useful. It was unfit for my purpose.3) Tell us why you gave the score(s) in question 2.

12. Fit for Purpose Card

13. Soggiorno's Fitness Box Score
91/9/0 (44) 25/193
% scores 4 or 5
% score 3
% scores
2, 1 or 0
# purposes
informed
(1,7 per client)
# clients filling out
the F4P Card
(13%)
# clients who
received the
F4P card
(+) (0) (-) (#)

14. Fitness Box Score - per purpose
Purpose + 0 - #
Food 100 0 0 14
Environment 88 12 0 8
Service 100 0 0 6
Social 80 20 0 5
Drinks 50 50 0 2
Events 50 50 0 2
Location 100 0 0 2
Promotions 100 0 0 1
N/A 100 0 0 4
TOTAL 91 9 0 44 (25/193)

15. Product Strategy
Fitness Level
Market
Segment
Unsatisfactory
(-)
Mediocre
(0)
Satisfactory
(+)
NonTargetTarget
Protect, encourage
and grow.
Seek
improvements.
Still improve?
Consider new targets?
Switch off.
Don't overserve.
Potentially switch off.
Modify strategy.
Consider improvements
elsewhere.

16. Product Strategy
Fitness Level
Unsatisfactory
(-)
Mediocre
(0)
Satisfactory
(+)
NonTargetTarget
Food
Environment
Service
Social
Drinks
Events
Location Promotions
Protect,
encourage and
grow.
Seek
improvements.
Still improve?
Consider new
targets?
Switch off. Don't overserve. Modify strategy.
Market
Segment

17. Silence speaks volumes

18. Segments

19. What we learned
?

20. Orienting our efforts to fit clients' purposes
Sandra
Environment - Service
Paulo
Social - Drinks - Events
➔ I like cozy environments with
good music
➔ The waiter knows my name
and my favorite pizza
➔ I like getting suggestions on
what to order
➔ I come here to hang out with
my friends
➔ Trying new drinks is a plus
➔ I want a venue to celebrate my
recent promotion

21. Fitness Criteria

22. Nubank

23. Nubank

24. Metrics

25. How about
dessert?

26. Dessert?

27. Dessert?

28. “The committed person doesn’t play by the rules of
the game. He is responsible for the game. If the rules
of the game stand in the way of achieving the vision,
he will find ways to change the rules.”
― Peter M. Senge

29. Purpose paves the way to vision.

30. Thank you!
E-mail
teamofthought@gmail.com
Meetup
ToT - Team of Thought
Facebook
facebook.com/totinitiative/