Digital Innovation: Improving Customer Experience

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  • 2015 Ness SES.

    Digital innovation: Improving the customer experienceDo your customers expect more utility from your existing products?

    Can you create additional value for your customers by satisfying their unmet needs?

    .It is time for you to identify your opportunities for digital innovation

    by James M A Williams, Director of Digital ServicesNess Software Engineering Services@Jwilliams_uk

  • 2015 Ness SES. All rights reserved.

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    2015 Ness SES.

    Your Chal lenge What to Do

    When your product is core to your business, innovation is required to meet the rising expectations of customers and compete in a dynamic market.

    HOW TO INNOVATE BY ENHANCING EXISTING PRODUCTS

    My usabi l i ty and engagement are poor

    Perform an experience audit on your product and explore the user benef i ts of each feature and task . Focus on the most common tasks and streamline or redesign them to improve the customer exper ience.

    Leads are dropping out of the sales funnel and not convert ing

    Conduct an omnichannel touch-point assessment looking at the user journe y f rom onboarding to transact ion. Optimizat ion of outcomes can be achie ved by re -designing parts of the journe y to remove barr iers to posit ive outcomes.

    We dont have a compel l ing presence on the ne west de vices and channels

    Experiment with the funct ional i t ies and capabi l i t ies that ne w de vices and channels of fer, us ing fast prototyping tools . Your exist ing product can be enhanced by understanding behavioral context and choosing channel speci f ic features with the highest impact for customers.

  • 2015 Ness SES. All rights reserved.

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    2015 Ness SES.

    We improved engagement and conversions for an online retailer by acting on insights captured by an omnichannel experience assessment. The results focused on how to better engage customers through personalized product discovery and price comparison, with device-specific experiences.

    2015 Ness SES.

  • 2015 Ness SES.

    Focus on customers unmet needsIdentify unmet needs during the journey mapping

    and visualization exercises.

    Understand the market opportunityMatch your initial ideas against

    your analysis of consumer, industry

    and technology trends.

    Align product strategy with business and needs

    Work with your stakeholders to gain the different

    perspectives impacting business and product strategy.

    Explore your competitive market, your constraints

    and your opportunities.

    Derive featuresCreate task flows of the product concept by

    exploring key customer journeys to generate the

    product feature set.

    Define Minimum Viable Product (MVP)

    Produce a feature value matrix that maps business value against user value and complexity - to output

    a recommended action plan, timeline and definition of the MVP.

    Prototype and user testBuild a concept prototype to validate with users and

    stakeholders, obtain feedback, mitigate risk, create

    confidence and reinforce your vision.

    Once unmet needs have been identified, there follows an opportunity to create new experiences,

    products or services to satisfy them.

    HOW TO CREATE NEW PRODUCTS

  • 2015 Ness SES.

    Market Opportunity Analysis

    StakeholderBuy-in

    Unmet Needs of Customer

    BusinessDrivers

    Identify New Product

    Opportunities

    StrategyAlignment

    Prototype Creation

    User Validation

    Prioritize MVP,Product Roadmap

    DISCOVER ENVISION

    HOW TO CREATE NEW EXPERIENCES, PRODUCTS OR SERVICES

    2015 Ness SES.

  • 2015 Ness SES. All rights reserved.

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    2015 Ness SES.

    We worked with an education company to re-imagine its enterprise solution for the needs of casual learners.

    Competitors in the market were not serving those needs, so we sketched, prototyped and user-tested to capture the rationale for a minimum viable product.

    2015 Ness SES.

  • 2015 Ness SES.

    For more information, visit ness-ses.com SOFTWARE ENGINEERING

    SERVICES

    EXPERIENCE ENGINEERING

    PRODUCTS & PLATFORMS

    Actions Generate New Data

    Insights Become Actions

    Data Becomes Insights

    DATA ANALYTICS

    In order to create seamless user experiences and support a Digital Transformation journey for current and emerging channels, Ness has one connected team with fully integrated design, software development and data analytics services.

    NESS BRINGS IT ALL TOGETHER

    http://ness-ses.comhttp://www.ness-ses.com/