Creating value for your customers

Transcription

1 Creating value for your customers Custom-designed technology solutions to help you understand your customer, cut through the clutter and prepare for tomorrow.

2 Building the right thing and experimentation Given the pace at which customers, technologies and whole industries are changing, organisations need to ensure they build the right thing, build the thing right and build the right thing fast. More than ever, it s crucial to understand what customers actually want, how fast things move and how to invest funds without locking yourself in. At DiUS, we believe in working with our clients to find the right way to solve their problems, to understand their end users and deliver products that we are proud of. Throughout all of our engagements we draw upon tried and tested approaches to bring digital products to life. These include experimentation methods, testing market scenarios, enabling automation where possible, tight feedback loops, user experience research and product engineering practices. Help organisations hum and compete Projects that have legacy systems in the mix typically need to be handled differently to greenfields. As a general rule, these projects are more complex and harder to deliver. And that s why organisations engage DiUS - to help them do the hard work of getting more out of their existing assets. While each situation is unique, DiUS has a keen understanding of what it takes to transform an organisation s digital product development and delivery capability. We implement a fail-fast approach to model, deliver and refine new products or features - driving incremental improvement and experimentation within the one framework. REA Group Next generation analytics The value of big (and fast) data is not in the data. The value lies in the highly useful and actionable insights powered by custom algorithm development, efficient processing of huge datasets, machine learning and data visualisation. DiUS helps businesses leverage big, fast data to make better decisions around which customers to target, how to target them, what products and services to launch, how to manage risk and more importantly, provide rapid feedback on what works. We deliver results to analysts looking to find patterns and develop actionable insights to support decision making or find ways to better engage with customers across the entire customer journey. We are also focused on improving customer experience, reducing churn, increasing profitability, developing new services and delivering actionable alerts or offers in real time. Connecting the physical and digital worlds We re in the age of the Internet of Things (IoT). As Internet connectivity gets embedded into everything from baby monitors to industrial sensors, DiUS possesses a unique expertise in creating end-to-end IoT solutions that derive value from connecting day-to-day objects to an intelligent network. We re at the forefront of correlating information gathered from physical sensors and the Industrial Internet to drive customer insights, trend analysis and predictions, or for new product development. To DiUS, the most exciting and significant part of IoT is gaining insights and making predictions from all the data that is collected from the things, rather than just taking measurements. We apply visualisation to understand patterns and look for trends, and then use next generation and predictive analytics to forecast the future.

3 Creating value for your customers. Now and in the future. Apply fit-for-purpose technology and build an innovation pipeline Next big thing Always on the leading edge, at DiUS we love the cool, the new and the interesting. But we don t just explore new areas - user experience, process, technology or mindset - for the sake of it. We re focused on figuring out how these areas can be usefully applied. DiUS is currently investigating the applications for aerial sensing in the Australian agriculture industry. Over 65% of Australia s food production FLYING ROBOT is exported annually, a value of $25 billion, and while this is expected to grow, farmers need to be 2% more efficient each year to just to maintain the status quo. We ve identified that using Unmanned Aerial Vehicles (drones) to collect data and images has the potential to deliver dramatic efficiencies to the agricultural industry. Based on our user and market research, DiUS has prototyped custom hardware (aircraft, multispectral imagers, backend processing) aimed at the non-technical farmer who isn t interested in technology and just wants to focus on growing. We are running field trials with the aim of onboarding beta customers and moving through to productisation.

4 Community-based innovation and creating shared value At DiUS, one of our core values is effecting social change. Recognising that no single person or organisation can address the wide array of issues society is facing, we volunteer our skills, partner with clients on impactful projects or collaborate with an ecosystem of clients, notfor-profits, government and other like-minded individuals to make a difference in the communities in which we work and live. More than this, DiUS views community-based collaboration as an important driver of organisational innovation and growth, and works with companies to help instill this aspect into culture and operational practices through connecting them to a cause. We also believe in doing well by doing good, in creating commercial solutions that are profitable while simultaneously make the world a better place - creating shared value. #BFF The business and technology relationship In the era of the connected customer, it s essential that the business and technology functions work closely together to create success. This is sometimes easier said than done. We d like to share our insights, gathered from over 10+ years of bringing business and technology together, about how to improve the relationship. Start with small experiments before mobilising a whole team. Got a good idea that may get you ahead of the rapidly changing market? Start small. Rather than mobilising an entire technology team to kick of a project, engage a tiger team or external support to help validate your idea. This can also help identify project size, cost, feasibility, opportunities and risks to support your business case. A low-cost way to experimenting will ensure you select the right idea to take through to the next stage. Don t reinvent the wheel. Sometimes the business may not engage the technology team on a project. This could be for a variety of reasons. However, there is a risk that this can lead to building a product that may be incompatible with the tools, processes and systems that are already in place. It s worth bridging the gap with technology teams to showcase your (validated) idea to determine whether integrating it with what is already in place is the right answer, and if so, to determine how. Engage technology teams early. Through delivering over 200 custom-designed digital products alongside our clients technology teams, DiUS can guarantee that technologists feel more empowered and committed to the successful outcome of a project or product if they have been part of its inception and design. Additionally, it s good practice to engage a technology representative early in the product development process so they can account for any technology considerations early, as well as provide advice on solutions that may help reduce the cost or effort of developing the product. Be agile, but with a lower case a. The agile manifesto was created in 2001 by 17 technologists for the core purpose of building software, better. The approach has since been adopted by many technology teams around the world, and has been an important part of the evolution of traditional IT governance and management processes. We have observed the term and its philosophy being introduced into marketing and product teams. Whilst this is a positive trend, it is best for all teams to act and be agile as opposed to doing agile. Agile as a methodology does not promise to be a silver-bullet approach, instead it encourages teams to value individuals and interactions, collaboration and the ability to respond to change.

5 Adding value in everything we do. There s been a lot of talk about the business needing to be more agile, to embrace experimentation and to move faster - all as part of creating more customer value. Having used agile techniques since the beginning, we ve nailed this collaborative, iterative, buildmeasure-learn way of working. It s helped us create an enviable track record for solution delivery: over 500 projects in 10 years. And we re proud that 98% of this work is from repeat and referral business. We value open source technology, automation and the cloud. In fact, we value anything that helps streamline the commodity aspects of development so that we can help our clients increase their speed to market and allow them to focus on improving customer experiences and creating business value. We engage on a project with a product development mindset, aiming to build a lasting digital asset for an organisation that s embraced by its customers. To get there, we re always looking to minimise waste; by challenging the way we work and if there s something that s not providing enough value, we change, tune or remove it. LEARN BUILD CUSTOMER MEASURE DEPLOY Optimal customer experience Faster time to market Increased productivity

6 What we do, works. In the face of today s complexity, choosing any path forward can seem burdened with massive complications around technology choice, product roadmap or speed to market. We can help you embrace this change and transform customer experiences by introducing new ways of dreaming and delivering digital products. To start small, we focus on getting projects off the ground quickly and cost effectively, to help you turn data into insights and prove early if your idea or product has market appeal. We can help you get started with: Generating ideas through ideation workshops Improving efficiencies & increasing speed to market Validating new ideas with user experience sessions Building a business case with a short proof of concept or a technical spike Understanding project needs with inception activities Building an innovation culture & capability Adding value through machine learning & prediction from Big Data Driving Cloud Native DiUS can also partner with you to build on your quick wins or insights with the design and delivery of an end-to-end digital product. Frank Losinno Melbourne flosinno@dius.com.au Marc Phoa Melbourne mphoa@dius.com.au Kurt Brown Sydney kbrown@dius.com.au Justin Zachan Sydney jzachan@dius.com.au