Empathy as Motivation (two-part session) Terry Bunio and Barb Spurway, Protegrans
Utilizing Customer Empathy in Service or Product Design You Your Customer I know exactly how you feel
AGENDA 1. Soapbox #1: - Why Empathy? 2. Group Exercise 3. Soapbox #2: - Why does this work? 4. Empathy => Solution Design - Customer Segments & Value Propositions 5. Aligning to Business Models 6. Questions 3
Why Empathy? Product Death Cycle by David J Bland
Why empathy? Nobody cares how much you know until they know how much you care. Theodore Roosevelt Empathy is your goal.
You as a conference attendee
AGENDA 1. Soapbox #1: - Why Empathy? 2. Group Exercise 3. Soapbox #2: - Why does this work? 4. Empathy => Solution Design - Customer Segments & Value Propositions 5. Aligning to Business Models 6. Questions 11
Empathy as Motivation (two-part session) Terry Bunio and Barb Spurway, Protegrans
AGENDA 1. Soapbox #1: - Why Empathy? 2. Group Exercise 3. Soapbox #2: - Why does this work? 4. Empathy => Solution Design - Customer Segments & Value Propositions 5. Aligning to Business Models 6. Questions 18
Value Proposition What value do we deliver to the customer? Which one of our customer s problems are we helping to solve? What bundles of products and services are we offering to each Customer Segment? Which customer needs are we satisfying?
Needs
Value Proposition Jobs to be done Levels Task Need Objective Jobs to be done Categories Functional Need Social Need Emotional Need
Customer Segments For whom are we creating value? Who are our most important customers? Mass Market Niche Market Segmented Diversified Multi-sided Platform
Customer Relationships What type of relationship does each of our Customer Segments expect us to establish and maintain with them? Which ones have we established? examples Personal assistance Dedicated Personal Assistance Self-Service/Automated Services Communities Co-creation
Customer Channels Through which Channels do our Customer Segments want to be reached? How are we reaching them now? How are our Channels integrated? Which ones work best? Which ones are most cost-efficient? How are we integrating them with customer routines?
Customer Channels Channel Phases: 1. Awareness How do we raise awareness about our company s products and services? 2. Evaluation How do we help customers evaluate our organization s Value Proposition? 3. Purchase How do we allow customers to purchase specific products and services?
Customer Channels 4. Delivery How do we deliver a Value Proposition to customers? 5. After sales How do we provide postpurchase customer support?
Key Partners Who are our Key Partners/Suppliers? Which Key Resources are we acquiring from partners? Which Key Activities do partners perform? motivations for partnerships: Optimization and economy Reduction of risk and uncertainty Acquisition of particular resources and activities
Key Activities What Key Activities do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue streams? Categories Production Problem Solving Platform/Network
Key Resources What Key Resources do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue Streams? Types of resources Physical Intellectual (patents, copyrights) Human Financial
Cost Structure What are the most important costs inherent in our business model? Which Key Resources are most expensive? Which Key Activities are most expensive? Sample characteristics: Fixed Costs (salaries, rents, utilities) Variable costs Economies of scale/scope
Cost Structure Is your business more: Cost Driven (leanest cost structure, low price value proposition, maximum automation, extensive outsourcing) Value Driven ( focused on value creation, premium value proposition)
Revenue Streams For what value are our customers really willing to pay? For what do they currently pay? How are they currently paying? How would they prefer to pay? How much does each Revenue Stream contribute to overall revenues?
Revenue Streams Revenue Types: Asset sale Usage fee Subscription Fees Lending/Renting/Leasing Licensing Brokerage fees Advertising
Revenue Streams Revenue Types: fixed pricing List Price Product feature dependent Customer segment dependent Volume dependent dynamic pricing Negotiation( bargaining) Yield Management Real-time-Market
Raison D etre Important to think about Especially for non-profits Business Models/Business Model Canvas Sometimes draw a box on top to capture
QNET Conference
Empathy Components
Business Model Canvas Exercise
Business Model Canvas Exercise Break up into pairs Interview each other about their company/role Start with Value Proposition and Customer Segment
Additional Reading/Resources Innovation Games Luke Hohmann (http://www.innovationgames.com/) Business Model Generation and Value Proposition Design Alex Osterwalder (http://www.businessmodelgeneration.com/) Startup Owner s Manual Steve Blank (http://www.stevenblank.com/startup_index_qty.html) Why Empathy? Chris Loewen http://blog.protegra.com/2015/02/04/sowhy-empathy/ Why Procter & Gamble Is More Disruptive Than You https://medium.com/@kavinstewart/why-procter-gamble-is-moredisruptive-than-you-613c3aba3811 Case Western Reserve Universtiy Study implying that analysis and empathy are mutually exclusive: http://psychcentral.com/news/2012/10/31/in-the-brain-empathy-andanalysis-may-be-mutually-exclusive/46940.html Dan Pink Drive book and Ted Talk http://www.danpink.com/books/drive/ 42
Thank You! Barb Spurway e-mail: barb.spurway@protegra.com Direct: 204 928-7106 Cell: 204 250-5168 @spurway Terry Bunio e-mail: terry.bunio@protegra.com Direct: 204 488-5693 Cell: 204 471-4961 @tbunio