The document provides an overview of various topics related to business innovation including blue ocean strategy, business models, mapping customer experiences, and service design thinking. It discusses blue ocean strategy of creating new market space rather than competing, and a taxonomy of different business models. It also outlines the business model canvas template and how experience mapping can be used to understand a customer's journey. Finally, it briefly introduces service design thinking and how experience assessments can evaluate a customer's experience.

1. What you can look forward to…
Business Innovation
Blue Ocean Strategy
Types of Business Models
Business Model Canvassing
Mapping Experiences
Anatomy of an Experience Map
Experience Assessment
Service Design Thinking

2. The Treadmill of Relentless Innovation

3. The Perspective of Business Model Innovation
PRODUCTS
& SERVICES
ALONE
MIGHT NOT
CREATE
VALUE

4. Competing with
the direct market rivals by
exploiting existing demand
Red Ocean
Blue Ocean
Creating Uncontested
Market space by breaking the
Value/ cost trade-off

5. Blue Ocean Strategy
What if you were
setting the pace,
creating unique
products and
profiting from
lucrative new
markets?
Perspective

6. A Taxonomy of Business Models
Brokerage
Advertising
Infomediary
Community
Subscription
Utility
Merchant
Manufacturer
Affiliate

7. Value Innovation using Four Actions Framework

8. Value Proposition

9. The Elements of Value

10. Top 5 Value Elements Influencing Loyalty

11. Customer Segments

12. Mass Market
Niche Market
Segmented Market

14. Channels

15. Own Stores
Channel Types
Partner Own
Indirect Direct
Partner
Stores
Wholesaler Online sales
Sales Force
Channel Phases
Awareness
Evaluation
Purchase
Delivery
After Sales
&
Channels

16. Customer Relationships

17. Personal
Assistance
Dedicated Personal
Assistance
Self-Service
Automated
Services
Communities
Co-creation

18. Revenue Streams

19. Brokerage Fee
Advertising
Asset Sale
Usage Fee
Subscription
Licensing
Lending/ Renting/ Leasing

20. Key Resources

21. Physical Human
Intellectual Financial

22. Key Activities

23. Production
Problem
Solving
Platform/ Networks

24. Key Partnerships

25. Strategic
Alliances
Co-opetition
Joint Ventures
Buyer-suppliers

26. Cost Structures

27. The 2 Extremes and in-betweens
Cost Driven
Leanest possible cost
structure
Low price Value Propositions
Maximum Automation
Extensive Outsourcing
Value Driven
Premium Value
Propositions
High degree of
personalized service

28. Fixed Costs
Variable Costs
Economies of Scale
Economies of Scope
Characteristics of Cost Structures

31. The Business Model Canvas
consists of a right-hand value
and customer-focused side,
and a left-hand cost and
infrastructure side.
The Value Innovation Framework
is about increasing value and at
the same time reducing costs.
This can be identified by
looking at the elements,
which can be eliminated,
reduced, raised, or
newly created.
Blending Blue Ocean Strategy
and the Business Model Canvas
lets you systematically analyze a
business model innovation in its
entirety.
Business Model Canvassing & Blue Ocean Strategy

32. The Business of…

34. Mapping
Experiences
Channels, Touch-points & the
journey between them

35. The Experience Benchmark

36. Customers don’t care about the dollars
spent on designing a product/ service.
the Time & Efforts spent by businesses
Customers Don’t Care About

37. Customers Don’t Care About
the Dollars spent by businesses

38. They care only about meeting their needs across
touch-points and across the competitive
landscape.

39. Touch-pointsChannels We come across these Everyday
Social

40. Customers go through an Experience Journey

41. Customers go through an Experience Journey

42. Customers go through an Experience Journey

43. Receive
Customers go through an Experience Journey

44. Receive
Customers go through an Experience Journey

45. Receive
Customers go through an Experience Journey

46. Receive
Customers go through an Experience Journey

47. Receive
Customers go through an Experience Journey

48. Receive
Customers go through an Experience Journey

49. Anatomy of an Experience Map

50. Persona

51. Persona
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy

52. Persona
Journey Steps
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy

53. Persona
Channels
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps

54. Persona
Touch-points
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels

55. Persona
Customer Thoughts
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points

56. Persona
Customer Thoughts
Emotional Response
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points

57. Persona
Emotional Response
Customer Thoughts
Root Cause
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points

58. Persona
Root Cause
Emotional Response
Customer Thoughts
Customer Expectations
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points

59. Persona
Customer Expectations
Root Cause
Emotional Response
Customer Thoughts
Experience Opportunities
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points

60. Customer Expectations
Root Cause
Emotional Response
Customer Thoughts
Estimated Impact (KPIs)
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Persona Journey Steps
Channels
Touch-points
Experience Opportunities

61. Customer Thoughts
Scenario
Awareness Discover Purchase Receive Use Get Help Re-purchase Loyalty Advocacy
Journey Steps
Channels
Touch-points
Estimated Impact (KPIs)
Persona
Customer Expectations
Root Cause
Emotional Response
Experience Opportunities

62. Assessing the
Experiences
Experience
Assessment
The Cognitive
Science Way

63. Lab based Experience Assessment

64. • Scenario based Journey Completion Rate
• Experience Bottlenecks
• Journey Satisfaction Level
• Customer’s Experience Expectations
• Number of Conversions
Experience Assessment Metrics

65. Eye-tracking Technique

66. Eye Tracking Metrics
• Fixation & Gaze Points
• Heat Maps
• Areas of Interest (AoI)
• Fixation Sequences
• Time to First Fixation (TTFF)
• Time Spent

67. Service Design Thinking

68. The Concept of Front Stage & Back Stage

69. “Service Blueprint is a low-fidelity
paper prototype of the Service”

71. Thank You